About Cint
Cint is a global software leader in technology-enabled insights. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the world’s largest consumer network for digital survey-based research, made up of over 160 million engaged respondents across more than 130 countries. Over 3,200 insights-driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.

In June 2021, Cint acquired Berlin-based GapFish – the world’s largest ISO certified online panel community in the DACH region - and in December, completed the acquisition of US-based Lucid – a programmatic research technology platform that provides access to first-party survey data in over 110 countries.

Cint Group AB (publ), listed on Nasdaq Stockholm, has a rapidly growing team across its many global offices including, Stockholm, London, New York, New Orleans, Singapore, Tokyo and Sydney. (www.cint.com)

Overview

Cint is looking to hire a Customer Service Manager in Sydney CBD. The Customer Service Manager will be personally responsible for overseeing customer service strategy for the region in line with global business strategies. You will be responsible for formulating customer service briefs and overseeing their implementation and delivery whilst ensuring that representatives have sounds understanding of our customer centric approach. There is a strong focus on ensuring our after-sales services have the effect of brick walling our core accounts, ensuring Cint remains front of mind for all projects, is seen as their #1 go-to supplier or tech partner, and locking out competitors.

The position requires strong leadership, communication skills and an ability to motivate team members in line with company policies and procedures.

Responsibilities

• Practice and follow proactive the company’s customer service methodologies that are repeatable and scalable across the customer base. Recognise, predict and accelerate customer maturity lifecycles.
• Deliver efficiencies through streamlining processes whilst maintaining positive customer experience
• Be highly responsive to all customer needs, leading the industry for speed and quality of response including out-of-hours demands
• Responding quickly to escalated customer requests, helping users to “self-serve”, understand the benefits of using the Cint and Lucid platform, and unlock the benefits of doing so
• Guide multiple teams in the region as a customer service expert in the application of our products and the benefits to the user and their business
• Be a trusted advisor to the customer and build lasting relationships
• Perform consistently and successfully across KPI’s and measures of after-sales metrics, delivery/operational metrics, and customer satisfaction metrics
• Excellent at training and on-boarding new customers and new users efficiently and effectively on the phone and Zoom
• Identify opportunities to streamline internal processes for customer service within Cint’s team
• Be accountable and consistently perform against all targets or metrics.
• Turn customers into Cint advocates. Be customer-account centric.
• Host training and workshops for customers with the team, tailored to their needs.
• Use internal influence to ensure all internal departments are providing timely responses to specific needs, and escalate to the VP/EVP as needed to get results and decisions
• Be an advocate for Cint and Lucid products and the value of our model and technology set, and be the face of Cint Customer Success in all of your accounts and significant new business as required.
• Be responsible for your own learning and development (product knowledge, skills, market knowledge, Cint strategy) and be proactive in recommending improvements for the company
• Be seen internally as senior go-to team member with superior knowledge and skills
• Support, mentor, influence junior team members and new starters
• Be self-sufficient in your role day-to-day and positively influence team success, proactively contributing to operational and customer service improvements and initiatives

 Qualifications

• Bachelor’s degree or equivalent employment experience
• Minimum of 2 years’ experience working in customer service manager or similar role
• Confident, authoritative and credible with customers and internal stakeholders, consultative approach, and a ‘challenger’ mentality
• Highly personable, strong relationship builder, and strong proactive customer focus
• Innovative and creative at finding process improvements, and new ways to deliver value for customers
• Passionate about delivering for customers and growing Cint’s business
• Strong problem solver (identify the cause of problems and propose solutions)
• Ability to reprioritise tasks and be agile in your approach, make decisions, and flexibility to adjust to changing demands of the role and business
• Excellent written and verbal communication skills
• Fast learner, proven history of taking ownership of performance
• Previous experience successfully performing in customer success, account management or project delivery roles
• Proven track record in delivering success for customers, driving platform adoption, and taking a structured and proactive approach to growing business for Cint

Our Values

• We are accountable - We do what we say, and say what we do. We believe in transparency. We drive results.
• We work together - We listen to understand. We collaborate to find the best solutions. We help each other to succeed.
• We drive new ideas forward - We are passionate about innovation. We are curious learners. We take smart risks.
• We think beyond ourselves - We are respectful and compassionate We champion diversity and equality We promote a sense of belonging.