Client Service Associate, Market Research & Moderation

About Us
Cadence (www.cadencetranslate.com) is a language services firm servicing the due diligence industry. We started in Beijing in 2014, and the types of clients we serve are expert networks, investment firms, consulting firms, and market research firms. We are a remote-first company whose staff is located across multiple countries. Each individual is functionally aligned to one of three time zones (APAC, EMEA, Americas). We strive to promote internally whenever possible, so this is a limited opportunity to join a company that values ambitious and efficient professionals keen to develop their career.

Key Responsibilities
You’ll be a Project Manager on our Moderation Team, holding the title of Associate on our Client Service team. You can find the full career track associated with this role on our careers page.

You’ll play a key role in ensuring our clients’ market research and moderation needs are met with precision and efficiency. Your responsibilities will center around three core areas: project management, client communication, and ad-hoc recruitment of specialized market research professionals (moderators). As you master these core functions, you’ll have opportunities to manage more complex projects, take on enhanced client-facing roles, and collaborate with Client Service Managers on strategic planning, furthering your growth within the Client Services team.

Our Moderation Team handles both remote and on-site projects.

Note: This role is to manage moderation projects, not to actually moderate on behalf of clients.

The Job
You’ll manage multiple projects each day. Projects usually span over several weeks or months, across different languages and geographies. You’d be working closely with our other product teams on a daily basis. Here’s how you’ll interact with a project:

Scoping
You’ll communicate with clients via email, phone, or WeChat to understand their needs.
You’ll collaborate with colleagues to ensure the client’s expectations for quality, speed, and cost are met across products.
You’ll identify talent to assist based on their relevant experience, location, and other variables.

Matchmaking
Your primary responsibilities are to understand the project needs and to identify the best moderators from our community for the research objective.
You’ll need to present that moderator’s profile or outsource new talent, depending on the project.
You’ll constantly evaluate project health, profitability, and client satisfaction.

Executing
You’ll need to align on expectations between clients and moderators.
You’ll chaperone briefing calls to explain support provided and to ensure the projects begin successfully.
You’ll follow up with clients after projects to ensure their satisfaction.

Key Requirements

• Bachelor’s degree in a related field.
• 2+ years of experience within the market research industry.
• Fluency in English. Fluency in an additional language is a bonus.
• Experience with Salesforce or similar CRM systems.
• Excellent written and verbal communication and client service skills.
• Strong organizational and multitasking abilities.
• Ability to work under pressure in a fast-paced environment.
• Ability to work effectively in both independent and team environments.
• Goal-oriented, data-driven, growth-mindset, and highly motivated to succeed and take on challenges.

• Working Hours & Location
  This is a fully-remote role where you can work from home (WFH).
• You can be based in any region.
• You will primarily work Americas business hours, and we give priority to those who can flex their scheduled business hours to accommodate client and project needs.
  

Compensation & Benefits

• Salary commensurate with experience.
• 15 days annual leave.
• Health insurance.
• Annual allowance for professional development expenses.