aytm

Customer Engagement Specialist

aytm

full-time

Posted on:

Location Type: Remote

Location: New Jersey • United States

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Salary

💰 $60,000 - $65,000 per year

About the role

  • Provide customers with technical guidance on aytm’s platform in partnership with Customer Success/ Account Management teams.
  • Identify, trouble-shoot and escalate any tool/platform-related technical issues and find solutions in partnership with internal teams to drive engagements forward.
  • Lead and participate in client conversations related to survey execution and support.
  • Provide consultative platform expertise on surveys and execution by leveraging an in-depth understanding of previous customer work.
  • Conduct pre launch checks of client programmed surveys and assist with technical survey edits/optimization.
  • Review and set-up basic survey logic for customers and train on advanced logic and techniques.
  • Continue to grow and develop training competencies.
  • Launch and execute fieldwork in partnership with the panel operations team.
  • Assist clients with post-field services, including data cuts and filters within the platform’s reporting functionality.
  • Perform platform related administrative tasks, organize materials, and navigate customer-related filing systems.
  • Perform independently and collaborate as a part of a team in a remote, virtual, and entrepreneurial setting.

Requirements

  • 1-2 years of experience in Project Management, Customer Service or other technical roles
  • Demonstrated experience with online platforms and tools.
  • Direct experience using one or more online survey platforms oriented toward DIY use (Qualtrics, Decipher, Survey Monkey, SurveyGizmo / Alchemer, or QuestionPro) is a plus
  • Market research and/or consumer insights background and familiarity with all parts of the online market research life cycle (questionnaire design, survey programming, fielding, data analysis, and reporting) is a plus.
  • Strong interpersonal skills- must be able to collaborate internally as a part of a team and externally with clients.
  • Evidence of being a structured thinker who can address problems logically and resourcefully.
  • Self-motivated learner who sets and achieves personal goals.
  • Fluent in using Google Workspace (formerly G Suite) and Microsoft Office.
  • Advanced Excel knowledge is a plus.
  • Ability to be a constructive contributor to a rapidly growing agile team and lively company culture.
  • Ability to work in a fast-paced, dynamic culture
  • Organization/prioritization abilities
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementonline survey platformssurvey programmingdata analysisreportingsurvey logictechnical troubleshootingtraining competenciesdata cutsfilters
Soft Skills
interpersonal skillsstructured thinkingproblem-solvingself-motivatedcollaborationorganizationprioritizationadaptabilitycommunicationteamwork