About Walr:

Walr is a data creation company that supports insight professionals globally. It specializes in reaching diverse audience segments, leveraging proprietary technology, and offering bespoke services. With a comprehensive suite of tools, backed by a team of seasoned industry professionals, Walr’s services include efficient data collection methods, intuitive data visualization and reporting techniques, and supportive and transparent advice. Walr exists to unify the complex and fragmented research process by introducing more efficient, rapid, and straightforward methods.

As a rapidly growing company and acclaimed recipient of the Best Workplace in Tech™ and Best Workplace in Wellbeing™ titles, we're not just offering a job – we're inviting you to shape our journey. Empowerment and growth define us. Join us in reshaping the future of business.

About The Role:

Walr is looking for a Customer Success Manager within our Audience team based in North America.

The role is focused on ensuring that the delivery team provide quality market research audiences across a diverse portfolio of projects and clients. In a direct client facing role, you will build relationships with key stakeholders within Walr and our clients, delivering consultative services to ensure client expectations are consistently met and exceeded.

This role is well-suited for individuals who thrive in the dynamic environment of a startup, excel under tight timelines, embrace change, and effectively manage multiple tasks. The successful candidate maximizes share of wallet with customers and drives customer delight through delivering exceptional consultative service across projects in the quantitative data collection space. We are looking for an effective communicator with strong knowledge about the whole life cycle of projects from questionnaire logic, feasibility of audiences, data collection, through to project delivery against commercial targets. 

Please note: This is a remote-friendly role. If you're based in NYC, you're welcome to work from our NYC office near Grand Central Station as often as you'd like. However, we will likely require candidates who can work within Central or Pacific time zones.

Key Responsibilities:

• Proactively monitor the delivery of all sample work being delivered across your portfolio, with a specific focus on operating within gross margin targets.

• Liaise and effectively collaborate with internal teams ensuring successful project delivery

• Proactively anticipate possible challenges in projects and offer suggestions for preventive measures.

• Act as the first point of diagnosis/escalation for live project issues and troubleshoot towards solutions.

• Take on full ownership for all elements of managing and delivering strategically important sample projects where required.

• Ensure high quality for all client deliverables and act as a reliable quality control gate with high attention to detail.

• Support in the pre-sales and on-boarding phase for new clients.

• Build relationships with key client stakeholders through regular communication and F2F meetings.

• Act as the Walr subject matter expert on sampling and audiences.

• Take the lead on implementation of new sampling methodologies/technologies and internal rollout of new Walr proprietary audiences.

• Provide training and mentoring to sampling team members to improve overall levels of delivery at Walr.

Desired Experience:

• 2+ years’ experience in a market research environment in either a commercial or operational role with specific experience in sampling and sample management.

• Excellent project management, communication, and administrative skills.

• Technical and commercial proficiency.

• Solution-oriented and consultative with an innate curiosity and passion for the new.

• High level of proactivity to build lasting relationships and be top of mind for our clients.

• High level of organization and time management to juggle multiple tasks under tight timelines.

• Confident communicator with stakeholders via all channels and at multiple levels within an organization.

• Proficiency in Microsoft Office suite.

• Confident with data and explaining the impact of that data to support decision-making.

Desired Skills & Attributes:

• Commercial Mindset: You take a macro-view of your work and understand how your role contributes to the bottom line of the business. You have informed opinions on factors that affect its profitability or market share, and you understand its competitors and customers.

• Strong Communication: An effective communicator, both written and verbally. Able to communicate technical terms in commonly understood language using concise, clear, and appropriate language. Takes care to structure ideas clearly and persuasively.

• Client Relationship Management: Committed to customer excellence by responding to queries promptly, offering as much information as possible and providing products and services that customers value.

• Time Management: Takes a methodical approach to daily work and is able to break down complex tasks into manageable segments. Remains flexible to re-prioritize to-dos based on level of importance and readily identifies possible stumbling blocks and proposes solutions.

• Professional Maturity: Walr embraces diversity of experiences, backgrounds, and thoughts. Professional maturity will be demonstrated in one’s ability to consistently show respect for and incorporate various points of view, to consistently practice good business manners and self- regulate actions, reactions, and behaviors appropriately in the workplace.

• Comfort with Ambiguity: In this fast-paced start-up, no two days are alike, and change is constant. This person must show comfort in ambiguity and the ability to make the more appropriate decision based on logical reasoning and careful analysis of the data at hand.

• Culture: At Walr, we value a collaborative and vibrant work environment where our team members share a common spirit of camaraderie and positivity. This means being a strong advocate for a ‘can-do’ attitude, fostering a sense of unity, and not taking oneself too seriously. We celebrate our victories, be they project milestones or company achievements, and we encourage you to join in the festivities, recognizing that success is best enjoyed together.

Additional Information:

At Walr, we understand the importance of tailoring benefits to meet the unique needs of our diverse workforce spread across the globe. With a commitment to offering region-specific benefits while fostering a shared sense of community, we're excited to present some of the key benefits that unite us as a global team.

• PTO: 19 days annually

• Federal holidays: 11 days annually

• 5 days of compassionate and dependent leave annually

• Monthly $175 Stipend for Life & Wellness

• A variety of comprehensive healthcare plan options, ranging from 50-100% employer-funded, for Health, Dental & Vision.

• 401(k) 3-5% match

• Parental leave as per government/state laws

• Work from Anywhere for up to 8 weeks of the year

• Star of the Quarter Awards

• Hired via Deel
  

What We Value:

• We Delight through Dedication: We go above and beyond for our clients, committed to delivering best in class service. We choose consistently to act in the best interests of our clients – with integrity, honesty and fairness – to delight through dedication.

• We Lead with Trust: We approach our work with a data driven mindset, balanced by an acknowledgement that we are all human, first. As our company continues to grow, we don’t lose sight of what’s most important — our people. We default to open, choose respect, and show comfort with candor knowing that doing so fosters an environment where people can be their best selves.

• We Revel in Innovation: We aren’t afraid to take informed risks, learn from mistakes and act with purpose to build the future. Through continual innovation, we deliver new solutions for our clients and elevate expectations — both within our business and throughout our industry.

• We Celebrate as A Team: Walr is a globally distributed team that equally emphasizes individual accountability and collective success. We take the time to value others’ contributions and invest in growth by prioritizing Learning & Development and celebrating milestones during Monthly Group Meetings. Prioritizing inclusivity and leaving egos behind, we see that the whole is truly greater than the sum of its parts.

• We Are Empowered to Act Like Owners: Regardless of background, tenure or title, all employees are empowered to be ambitious, act courageously and be accountable for their actions, in pursuit of the future of Walr.