PeopleMetrics is a leading provider of real-time customer listening programs. We are looking for a Client Support Associate (CSA) to join our team, specifically for supporting the management of B2B, B2C, and Patient Services clients. The CSA is responsible for maximizing the value received by clients from PeopleMetrics.
The Client Support Associate carefully guides our clients through our software and managed services that help track key customer metrics. The ideal candidate will come to the table with previous experience in a client or analytics support role, be skilled in building strong client relationships, passionate about technology, love data, have exceptional communication skills, and have a passion for patient experience.
The Client Support Associate is expected to support Customer Experience Managers in onboarding clients and day-to-day program management. While not a sales role, the CSA is expected to help identify upsell opportunities with existing customers.
The ideal candidate possesses the following qualities, knowledge and experience:
1-3 yrs. of experience in analytics, account management, market research, or customer experience management
Adept at creating customer facing documents including project kickoff documentation, project plans, timelines, meeting notes, etc.
Comfortable creating software documentation and training modules
Comfortable operating in a role that interacts directly with the end client and is comfortable troubleshooting reported issues and managing client expectations as well as identifying potential problems and proactively identifying solutions
Can communicate clearly and intelligently with client stakeholders and industry experts
Familiar with the Pharmaceutical industry (is a plus)
Able to identify opportunities for program expansion at existing clients
Familiar with managing clients using SaaS products (is a plus)
Presents themselves to the team as both a consultative & flexible teammate
An outstanding communicator (both verbal & written)
A thoughtful relationship builder
Able to present the results of analytical studies in a professional and clear manner
PeopleMetrics provides CEM software & CX expertise to help companies make sense of their CX data through hands-on analytical support and advanced machine learning solutions. Our platform ingests customer feedback from any channel, including surveys & social reviews.