SVP, Customer Success - Jobs in Toronto, ON

Job Description

We are seeking result oriented, technology driven, client focused senior leader to oversee Maru Customer Success department, with two specific function areas: Customer Success and Community Management. You will be joining a company well positioned for growth in the research industry and championing new ways of engaging with clients through proprietary technology to allow for deep research insights.Maru is a Software & Advisory services insights company. Maru helps its clients make informed decisions in real-time by combining proprietorial software, deep industry experience, unique IP in system 1 apps and access to the best minds in research across a number of geographies. Our flexible service model means our clients can choose to self-serve in this platform directly to create, launch and analyze projects; or choose to utilize knowledgeable support from insights experts.Responsibilities

• Serve as the chief liaison between the C-level executives and the customer success team
• Manage Customer Success and Community Management teams, including onboarding, training, and development of new and existing staff
• Collaborate with the leadership team to set goals and make decisions without conflict or delay
• Develop and execute strategies by the company’s vision and mission
• Improve customer satisfaction by creating a positive customer onboarding experience
• Develop metrics to measure the performance of the team, as well as share them with the leadership team
• Develop a training program for CS employees that focuses on delivering high-quality service to customers
• Develop and maintain a deep understanding of Maru’s product and service offering from advisory through to DIY implementations and hybrid versions, not limited to, but with a key focus on the core DIY offerings of Authoring Pro, Agile, Analysis & Reporting, Text Analytics, Data Visualization and Customized/Templated Solutions
• Responsible for onboarding new clients to Hub, including technical set up, initial overview training, and general account management

Hub Solutions & Operations Project Management

• Coordinate and lead strategic internal operational initiatives and projects related to proprietary technology, operational processes and client support.
• Communicate to the organization the new operational processes as related to new strategic initiatives.
• Create and maintain standard operating procedures for the Maru Hub echosystem – from an operations efficiency perspective and client DIY perspective
• Work with cross-functional teams to understand key Hub issues, identify gaps, design plans for execution of solutions
• Work with cross-functional teams on the coordination, management and implementation of technological solutions for clients and document the process; ensure client ‘customized’ solutions are executed effectively and clients are fully onboarded to their new Maru solutions
• Liaison with other Maru stakeholder group – Business Development, Pre-Sales, Hub Support, Panel teams, Advanced Analytics, to ensure all groups have appropriate knowledge of operating procedures for Hub solutions, new features
• Collaborates with HUB Tech/Dev team on all new Hub developments (excluding Hub Communities) – helps to write specs, test new functionality
• Works with COO on Hub roadmap input
• Provides input and is a key contributor to the Hub Knowledge Base as well as a contributor to training materials
• Works with VP of Pre-Sales & Hub Support as requested to provide input into resolution of Hub support tickets.

Profile

• VP-level market research professional
• Agile and flexible – work with small teams with a view to scaling the business rapidly
• Focus on business outcomes rather than tasks
• Ability to work with cross functional teams across the organization
• Proven track record of improving operational efficiency enhancing profitability
• Experience in developing strategies to improve customer retention rate and increase clientele base
• In-depth knowledge of industry self-serve software (programming, analysis, data visualization)
• Ability to communicate clearly and effectively in writing as well as orally with employees at all levels within the organization
• Implement change management strategies for improving productivity by identifying obstacles, goals, and measures of success
• Enthusiastic and self-motivated
• Positive outlook and behavior
• Relationship Building: Build credibility and trust among internal and external clients.

Experience & Required Skills

• Minimum 10 years market research professional services experience covering:
  • Advanced understanding of the online research process
  • Community management
  • Project coordination and operations
  • Resource management
  • Service bureau – scripting, project management, data processing, data visualization
  • Pricing and Proposals
• Technical skills
  • Solid understanding of HUB Panel Community Offering and Sparq platform
  • Understanding of how other HUB Products & Solutions connect into the panel community offering

But, why us for your next career moveMaru is a world-leading Customer Experience and Insights software & advisory services company. The firm was founded to disrupt the data and insight delivery industry with a unique combination of software and advisory services. Maru helps its clients make informed decisions in near real-time by combining proprietary software, deep industry experience and access to the best minds in research.When you join Maru/Matchbox, you’ll get to work directly with senior consultants and dynamic industry leaders who are passionate about the power of insights to drive business success across industries and global brands. We pride ourselves on a culture that we build on trust, teamwork and leadership that invests in you, your professional development and career growth. All while working with top clients!A few more reasons why you should choose Maru:

• Refresh days! - You only work half day, every other Friday, starting March to the end of the year!
• Join a high-performing team that offers a competitive salary. We are committed to equitable and fair pay practices. Our compensation package includes:
• Competitive base salary
• Best in class health benefits plan, 100% premium payments for colleagues and 50% coverage for dependents including health, dental, paramedical and wellness services
• 401K plan with employer match
• Vacation days, Summer hours, Maru Cares community support days, Floater day
• Professional development as well as a flexible team environment that recognizes and rewards individual achievements
• Working with a great, fun group of colleagues.

We invite you to apply online now!Our commitment to Diversity, Inclusivity and BelongingAs a company, we are committed to the principles of equity diversity, accessibility and inclusion. At Maru, we value the contributions of all colleagues. We engage in ongoing efforts to foster a sense of welcome and belonging. We do not tolerate discrimination in any form, as all colleagues have a right to a work environment that is respectful and inclusive. We believe diverse identities and diversity of experience, outlook, and culture drives innovation. Which is core to how we build our teams, cultivate our leaders and create an inclusive company.Please note that due to the high volume of applications received, we will only contact short-listed candidates. We want to thank you for your interest in Maru/Matchbox, and we encourage you to constantly check our website for a list of all current opportunities.Please note that our colleagues are working remotely for the time being as the health & safety of our employees and their families is extremely important to us. All interviews will be via video.Quick Apply

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