Insights Association

Associate Client Support Manager

Ask Your Target Market
Remote, United States
17 days ago

Description

aytm “Ask Your Target Market” is looking to hire a full-time Associate Client Support Manager to help us empower a world where curiosity is applauded, answers are accessible, and insights are actionable. 


The Associate Client Support Manager will assist the Sr. Client Support Manager in overseeing and co-managing the day-to-day operations of the Support department. Our service is a big point of pride for us, and this position will represent the brand in a highly visible way by championing the user-experience and empowering the team to do the same. The position requires someone with 1) strong attention to detail and organization, 2) excellent critical thinking, and analytical skills, 3) ability, resourcefulness and resilience to solve complex challenges and 4) deep client orientation / customer focus.

About Us:

aytm delivers state-of-the-art insights automation technology and expert guidance that’s focused on providing answers for the clients of today, while evolving a platform that supports the curiosity of tomorrow. Advancing research with transparency and flexibility, aytm helps you connect to a community of people, optimize your products, positioning, and concepts, and get from idea to market faster. We have a world-class platform, top-tier clients, and a creative and energetic team.

Responsibilities:

  • Collaborate with the Sr. Client Support Manager in overseeing day-to-day Support operations, which involves co-managing a team of six support specialists and addressing any escalated customer support issues.
  • Track daily, weekly, and monthly KPIs and metrics and ensure proper coverage at all times.
  • Partner with the Sr. Client Support Manager to develop formal training roadmaps/materials, train, coach, and mentor the support team members.
  • Create new scalable processes to minimize operational success gaps and maintain the existing process to ensure consistency and increase overall efficiency.
  • Maintain in-depth product knowledge by remaining up to date on aytm’s features, capabilities, and services.
  • Be an SME for support software (Zendesk) and communicate any system updates/issues to the Support team.
  • Enable and encourage communication between Support and other cross-functional departments and lead team engagement activities.
  • Be a center of excellence and steward for aytm’s standards and benchmarks.
  • All other duties as assigned.


What we're looking for:

  • Demonstrated experience with technology with direct client interaction. Experience within the Market Research industry is highly preferred.
  • Prefer familiarity with Zendesk (preferably admin access), Asana, Salesforce, G-Suite, MS Suite, and Slack.
  • Excellent communication skills, both verbal and written.
  • Strong history of teamwork and collaboration.
  • Experience in building and maintaining scalable processes in an operational environment.
  • Evidence of being a structured thinker who solves problems through analytical thinking, logical solutions, resourcefulness, and determination.
  • Experience coaching a team, training, developing, and mentoring talent is a definite plus.
  • Highly disciplined and self-motivated with both the desire and the maturity for an extraordinary experience.
  • Contribute to aytm’s culture of openness, growth, and respect.

What we offer:

A work environment built around empathy, creativity, curiosity, organic growth, and an abundance mindset. We’re a fun and vibrant group of people, dedicated to putting in the hard work to make a platform we are proud of, serving the needs of our clients with empathy, and making aytm an incredible place to work. We were recently awarded 2021 Inc 5000 Fastest-Growing Private Company and 2021 Inc Best Places to Work. We’re also fully virtual, which means you’ll be working remotely from the location of your choosing (home, coffee house, library). While being a Zero-commute company and providing you with an amazing level of freedom, convenience, and flexibility, it requires a certain inner discipline and capacity to be effective at a distance. Remote work experience is preferred, but not required.

Additional benefits include:

  • Unlimited PTO - With a required minimum number of days taken each year.
  • Affordable Insurance -$0 deductible Health plans plus dental, vision, and more!
  • 401k retirement - Account with automatic company contributions.
  • Flex Work - Work when and how it makes sense for your life, and your team.
  • Dependent Care - a pre-tax benefit account that you can fund to pay for eligible dependent care services.
  • Professional Development - Bring your professional Development needs to the table and get your career nourished.
  • Travel Programs - We have various company-funded travel programs for ALL employees despite role or level.
  • In-Home Snack allowance - Who doesn’t love some yummies to get you through the day?
  • Cellphone/Internet credits - Get tax-free credits to use toward your cell phone and internet utilities.
  • Equipment and Structured Onboarding - We will provide you will the equipment and tools you need along with great onboarding courses to make sure you are set up for success.
  • Paid Volunteer Time - We support you helping others
  • Great colleagues and an opportunity to sail into uncharted waters with a profitable company that is changing its industry! 

**aytm is an Equal Opportunity Employer and committed to a diverse, equitable and inclusive culture and workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.



Job Information

  • Job ID: 63225314
  • Location:
    Remote, United States
  • Position Title: Associate Client Support Manager
  • Company Name For Job: Ask Your Target Market
  • Job Function: Other
  • Job Type: Full-Time
  • Job Duration: Indefinite

Please refer to the company's website or job descriptions to learn more about them.

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