Customer Success and Solutions Consultant

Customer Success and Solutions Consultant

Toluna is transforming the market research industry by enabling clients to
gather high quality and fast consumer insights themselves through a market
leading tech stack. It is a sector leading technology company that provides
agile market research solutions for the world's leading companies and brands.

Our software platform is underpinned by award winning market research
expertise and the world's largest online voting consumer panel of over ‎36
million people. Over ‎25% of our employees are in R &D powering our mission to
remain industry-leading innovators and enable our clients to future proof
their product/service-based decision making with real-time consumer insights.

We are that rare combination of entrepreneur minded and well-established
business. ‎20+ years on we are still innovating and bringing something
different to the market. Do you want to be part of something special? Our
employees are our greatest asset - so join us and see how you can immediately
make a difference.

We are hiring:

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Toluna is the parent company of Harris Interactive Europe and KuRunData.

Overview of the role

As Toluna enters its next phase of exciting growth we are looking for an
experienced customer success and solutions consultant to drive this next
chapter in our business.

The successful candidate will be responsible for enabling the conversion of
significantly high value opportunities, working in conjunction with our senior
sales team, and will onboard and train the clients, working closely with them
to boost and expand their usage of our platform Toluna Start.

They should also be passionate about innovative technology, commercially
driven and focussed on enabling their clients to utilise research technology
in the most effective way.

Responsibilities

Pre-sales Solutions Consultancy:

• Working on high value qualified opportunities and complex implementations, including pricing support for customized implementations (linked to RFP / RFI process)


• New opportunity focus - increasing conversion of Toluna's proprietary platform opportunities with targeted accounts / ideal customer profiles.


• Creative input to benefits-led proposals & pitch presentations to effectively & helping to defining our customer's journey.


• Enhance our research team's capabilities with platform knowledge in the sales cycle/process and learn from our research team to ensure a holistic approach to all client opportunities.


• Be the "voice of Toluna Digital", speaking as thought-leader in relation to research platform and agile research method adoption.


• Training our commercial team in relation to effective demonstrations of our platform and linking up with global marketing to ensure the wider business utilize best in class proposal content around our solutions.

Customer Success:

• Training and on-boarding new Toluna Start platform clients


• Grow customer lifetime value - Toluna Start platform adoption and growth with key accounts


• Partner with clients to establish critical goals, key performance indicators and success measures while leading the client in achieving their goals


• Partner with sales, support and product teams on creation and execution of strategic success account plans (roadmaps, etc.)


• Subscription renewals each year, and account growth within each year, measured by credits usage, numbers of contact points within key account and revenue growth


• Work to identify and/or develop up-sell opportunities and drives renewals

Required experience

• Over ‎5 years' experience in SaaS or Research technology, ideally in commercial teams so that you can demonstrable ability to exceed targets and be critical to sales process.


• Previous experience of optimising your clients' usage development, and mapping out what success looks like to your clients

The right fit

• You have a consultative approach to all opportunities - able to quickly understand client needs and present specific solutions to answer against those opportunities.


• You're a superb communicator & presenter, able to understand complex needs quickly and present back simply to a mix of people, up to C-level…
  …And also able to demonstrate patience and willingness to help their clients
  learn and develop together


• You are a superb client-relationship manager, able to develop and foster positive mutually beneficial relationships


• Revenue, growth, retention and loyalty are metrics you love tracking and will be measured on.


• You are able to foster collaboration within your team, and with wider product / R&D, sales and Digital Solutions team to deliver the best in client experience

What we offer

At Toluna you will find an exciting and multicultural place to work. We employ
the best and the brightest in our industry and we are always looking for
rising stars to join our team. We are proud of our staff members and we offer
competitive salaries, a wide range of benefits including hybrid work from home
options and the chance to progress your career within a truly global
organization.

Work in line with the Toluna Employee Values

Integrity & respect - We treat our colleagues, clients and partners how
we want to be treated.
Success in unity - We deliver results by working as a team with common
goals.
Smart decisions in action - We implement plans without delay and stay
nimble to change on demand.
Make it simple - We simplify complexity, making the complex easy to
understand.
Be bold - We welcome big and small ideas that challenge and inspire us to
change.
Delight customers - We work tirelessly to exceed expectations, turning
satisfaction into delight.
Reward great work - We believe performance is the reason for advancement.
Do good work and good things come.

For more information, please visit our Career website: careers/