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The primary functions of the Senior Manager Research role includes gathering and analyzing information, discerning key trends regarding Customer Success capabilities, and documenting key findings. This individual will have extensive and current knowledge of the people, process and technologies required for Customer Success organizations.
The ideal candidate for this role will have a general understanding of topics such as the purpose and charter of a customer success organization, key customer success organizational capabilities, metrics used to track success, technologies that enable customer success managers, and other relevant customer success topics.
This qualitative and quantitative information will be used to create reports and presentations that provide strategic insights and actionable intelligence for TSIA member companies. This person is comfortable and enjoys working with data. More importantly, this person can convey key findings presented to all levels in an organization from individual contributors to customer success executives. Customer Success research information will be delivered through a variety of means including virtually, executive presentations, webinars, in person workshops, white papers and blogs.
The Senior Manager of Research of Customer Success is part of a research team responsible for the successful application of association frameworks and insights by association members. This person will work closely with the Research Team, Analytics Team, Membership Success Managers, and other key roles inside of TSIA. Key activities of this position will include:
Provide research support for the Customer Success discipline:
Be the benchmark/survey analytics guru:
Like every employee at TSIA, this position will be evaluated on the ability of the association to grow and meet the business needs of members. Additionally, this position will be evaluated on the following metrics:
The Senior Manager of Research for Customer Success will have proficiency with the following tools;
The candidate can be based anywhere in the U.S. For more information: https://www.tsia.com/careers.
The Technology & Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. TSIA’s membership community consists of over 40,000 executives from 96 countries and represents 80% of the Fortune 100 technology companies.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.