• North America
Toronto, ON
Project Manager – Digital Services

Toluna is a leading provider of real-time digital consumer insights, and empowers companies to brainstorm ideas, uncover new business opportunities and answer their questions in real-time. Toluna is transforming the way marketing decisions are made by bringing consumers and brands together via the world’s largest social voting community of nine million members across 49 countries. This real-time access to consumers is coupled with its state-of-the-art, market research survey and analytics platform.

To complete our team and support our growth in North America, we are looking for a Client Service Manager in the Digital Services department.

Primary Responsibilities:

  • Engage with new and existing clients to provide training, offer suggested applications, encourage maximum use of Digital Toluna technologies and products such as QuickSurveys, TolunaAnalytics, PowerSuite, QuickCommunities, etc.
  • Act as project manager should clients require assistance, using the internal teams as a resource, ensuring revenue is captured for all additional services offered; troubleshoot client issues and questions and resolve complex issues
  • Manages between 1 and 3 custom proprietary community-panels for Toluna clients, at various stages in their life cycle.  Including but not limited to:
    • Managing all aspects of the community portal including:
      • Designing recruitment/registration materials and coordinating content for community portal updates (e.g. quick poll, blog article, discussion topics).
      • Coordinating, monitoring and facilitating with internal Toluna support groups
      • Performing QA for each panel
  • lead/support engagement activities, prepares panel health reports; ensure undeliverable emails are inactivated according to panel rules, answers questions and issues raised by panel members’ helpdesk support function
  • Produce and develop webinar training programs for clients and prospective clients on best practices

Requirements:

  • Bachelor’s degree and 3+ years of related experience ideally in a consulting or customer relations role, market research experience required
  • OR Associates Degree and 3+ years of related experience ideally in a consulting or customer relations role, market research experience required
  • Outstanding relationship building skills with the ability to collaborate with all types of groups across the company and clients from all industries
  • Desire to DELIGHT clients to grow repeat business
  • Highly motivated, self-directed, ability to work within tight deadlines
  • Creative with good business acumen and analytical skills
  • Excellent written and verbal communication skills, client service oriented
  • Demonstrated team player who knows how to solve problems
  • Superior organization and time management skills
  • Highly proficient in Microsoft Office suite of products, Excel in particular
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