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FlexMR is a technology led market research agency dedicated to driving informed decisions across a fast growing international client base. To ensure our clients receive the best experience possible, we are looking to add a pro-active, passionate client success and onboarding manager to our team. 

Onboarding responsibilities:

  • Manages procedures for pro-active client onboarding and maintains these in accordance to company standards
  • Collaborates with the internal teams and senior management to identify key future onboarding activities
  • Takes lead responsibility for designing and setting up a panel for a client
  • Pro-actively communicates with new client before their panel’s start date to provide necessary information
  • Pro-actively seeks to understand the targets for the client sees as ‘success’ for the short, medium and long term
  • Leads resolution of challenging and complicated issues and acts as a mentor for other members of the team
  • Oversees the completion of internal setup for all onboarding activities by tracking, documenting and reporting on progress to senior management
  • Escalates issues to senior management when required
  • Monitors client advancement through the onboarding phase
  • Pro-actively suggests ways to improve the processes surrounding the onboarding phase
  • Analyses usage and ensures onboarding exit criteria are completed before transitioning clients to the Help Desk team.
  • Work cross-functionally with the Help Desk team throughout a client lifetime to ensure long term success

Client success responsibilities:

  • Implements panel’s core deliverables including its growth, health and activity levels
  • Produces challenging, but realistic timetables for action; ensuring that activities progress in a robust manner
  • Pro-actively sets targets for size of the panel and its growth
  • Manages the operations related to panels to ensure they run effectively and in accordance with company standards
  • Monitors panel growth/engagement/satisfaction/churn and pro-actively reports on panels’ performance metrics to senior management
  • Oversees panel management processes in all aspects – panel set up, recruitment, engagement, database set up, churn management, etc.
  • Pro-actively suggests ways to improve the processes surrounding panel management and setup
  • Provides support, specialist knowledge and constructive challenge to clients in terms of panel setup, health, growth, participant management and engagement
  • Engages effectively with panel’s wide range of stakeholders/client users to understand their views and maintain good working relationships
  • Oversees pro-active client training programme on the use of specific tools and the FlexMR platform
  • Provides necessary panel related information for sales and marketing presentations and materials
  • Provides customer feedback to the appropriate internal teams
  • Ensures the team delivers consistent panel management and are able to handle all types of tasks
  • Trains team members on the panel set up and management practices
  • Ensures team members adhere to panel set up and management standards

Required skills:

  • Possesses the required knowledge for setting up, management and growth of the customer panel
  • This includes understanding the difference between consumer and business panels as well as the difference between a panel and a community
  • Has experience with online recruitment, panel/community building and customer retention
  • Understands customer panels and how they can be used as a business tool
  • Demonstrates the ability to work collaboratively with and co-ordinating communications between internal teams and senior management
  • This involves pro-active communication and problem solving skills
  • Demonstrates ability to delegate tasks to the team members and motivate them to complete said tasks
  • This involves mentoring to ensure their work exhibits consistent quality
  • Provide internal training and knowledge sharing as needed
  • Leading by example in terms of pro-active client and internal communication
  • Possesses excellent skills in terms of:
      • Presentation, verbal and written communication skills
      • Database management skills
      • Effective time management and organisational skills
      • Effective problem-solving skills

Desired personal traits:

  • Demonstrates enthusiastic ‘can-do’ attitude
  • Communicates effectively with other members of the team as well as other internal departments and senior management
  • Maintains pro-active client management style throughout all phases of onboarding and panel management
  • Demonstrates and encourages strong attention to detail

To apply send your CV and covering letter to Pam Taylor, FlexMR, Shoreline Business Park, Sandside, Milnthorpe, Cumbria LA7 7BF or telephone 015395 65455 or email pam.taylor@flexmr.net.

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