Sr Customer Engagement Specialist Anywhere in the United Kingdom or European Union

aytm “ask your target market” is looking to hire a Senior Customer Engagement Specialist, to join our growing Customer Engagement team.  This position is based in the United Kingdom (UK time zone) and will be responsible for partnering with clients in executing their projects as well as teaching and coaching clients to become increasingly able to work on their own.  market”

The
Senior Customer Engagement Specialist will partner with multiple teams in fulfilling day to day client expectations, providing administrative and executional support to complete tasks with speed and accuracy in an agile and client-focused set-up. They will lead customer conversations and act as force multipliers for the team through their ability to assist clients in launching surveys while educating and training clients on aytm’s platform.

About Us

aytm delivers state-of-the-art insights automation technology and expert guidance that’s focused on providing answers for the customers of today, while evolving a platform that supports those curious about 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 customers, and a creative and energetic team.

Responsibilities:

• Deliver issue resolution for customers via email, chat and phone, in a dynamic fast-turnaround environment.
• Identify, trouble-shoot and escalate any tool/platform-related technical issues to internal stakeholders
• Provide customers with technical guidance on aytm’s platform in partnership with Customer Success.
• 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.
• 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.

Required Qualifications:

• 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

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 2024 Inc 5000 Fastest-Growing Private Company and 2024 Inc Best Places to Work. We’re also fully virtually,  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.

**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.