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Senior Manager of Research - Customer Success

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:

Responsibilities

 Provide research support for the Customer Success discipline:

  • Data gathering, analysis, and presentation of industry benchmarking for members.
  • Ongoing content refinements to benchmarking and industry trend data-gathering instruments.
  • Design, implementation and presentation of multi-member studies and surveys.
  • Presentation of key industry trends to membership at various membership forums both in person and virtually through webinars.
  • Identifying and documenting data-driven insights
  • Provide responses to member inquiries at executive levels and individual contributor levels.

Be the benchmark/survey analytics guru:

  • Establish credentials as an expert/power user of TSIA data sets
  • Assess patterns in the data sets and provide analyses
  • Respond to requests for information and provide practical insights to member companies

Qualifications

  • Extensive knowledge in the people, process and technology required for successful Customer Success organizations
  • Minimum of 4 years of industry experience leading and/or being part of customer success teams with primary charters of adoption, retention and/or expansion.
  • Strong customer service skills. The ability to develop strong rapport and instant credibility with member company executives.
  • Previous experience in application of best practices and industry benchmarks using analytic intelligence
  • Excellent verbal and written communication skills.
  • Willingness to travel ~10%

Key Metrics

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:

  • Quality of research deliverables and the ability to publish in blogs, research papers, webinars, and conference presentations
  • Member satisfaction scores on inquiries and benchmarks
  • Process innovation
  • Insightful data analysis
  • Peer evaluation

Tools

The Senior Manager of Research for Customer Success will have proficiency with the following tools;

  • Microsoft PowerPoint, Excel, and Word
  • Salesforce.com
  • Tableau knowledge is a plus

Location

The candidate can be based anywhere in the U.S. For more information: https://www.tsia.com/careers.

 

About TSIA

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.