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Market Research Specialist

Sales

Portland

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About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 335,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. 

SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100. 

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

The Role

Audience Market Research Specialists (MRS) are part of the Audience Customer Experience (ACE) team in the SurveyMonkey Customer Success organization. The MRS’s focus is on ensuring best-in-classes experiences and outcomes for our on-demand market research customers through consultations that lead to customer’s success and frequent return. 

The role is focused in two key areas:

1) Providing project and survey expertise that guides customers through the purchasing process in a consultative sales approach 

2) Post-transaction resolving customer issues and ensuring overall customer satisfaction

Success in this position requires putting the customer’s needs at the center of your actions. You consistently work on complex projects requiring advanced Audience product knowledge combined with tact and effective communication skills. You have a willingness to experiment, the ability to thrive in a dynamic, team-focused environment, and have a passion for helping customers achieve results. The primary success metrics include customer engagement touchpoints, project conversion rate, customer return rate, and customer satisfaction. 

Responsibilities

  • Drive conversion of first-time and returning customers by providing a best-in-class pre-transaction experience via email and phone
  • Utilize consultative sales and support tactics to collaborate with the customer on their market research project goals 
  • Provide product and tool advice, insightful guidance on survey and other market research best practices to improve customers’ experience and drive higher conversion
  • Troubleshoot technical problems and creatively resolve a range of customer inquiries in a timely fashion through your expertise of the product and best practices
  • Diagnose customer issues, identify potential solutions, and escalate as necessary to ensure customer satisfaction
  • Assist customers with invoicing and other billing needs
  • Participate in proactive customer engagement programs
  • Provide vital product insights and feedback from our customers to our Product, Engineering, and Marketing teams

Qualifications

  • 2+ years in professional, customer-facing role
  • Flexible and quick learner, able to adapt to continuously evolving customer needs and business environment
  • Excellent listener with strong writing, speaking, and presentation skills
  • Deep customer empathy and able to de-escalate upset or dissatisfied customers 
  • Demonstrate speed, agility, critical-thinking, and problem-solving skills
  • Professional customer service skills: solutions mindset, helping nature, passion for the customer and customer experience
  • Prior market research experience or consultative sales experience advantageous 

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply Now

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