Black Swan creates better outcomes through technology, prediction and data science, transforming how brands engage with their consumers.
Our products transform the way brands generate value from data, finding insights and solutions that create a competitive advantage for their business through accurate prediction of trends in consumer behaviour. We analyse...
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The Customer Success Associate role is an excellent entry point into client relationship management at Black Swan. This role focuses on learning the fundamentals of client success while providing essential support to ensure client satisfaction and platform adoption. Working closely under the mentorship of Account Directors and Customer Success Managers, the Customer Success Associate will gain hands-on experience in the market research industry while contributing to positive client experiences and account health.
Customer Success Associates support the execution of client engagement strategies, assist with Trendscope Analyst hours deliverables, and help monitor platform usage to support proactive client management. This role provides a strong foundation for career growth in client success and account management within the insights sector.
The ideal candidate will be eager to learn, demonstrate strong service orientation, and possess excellent communication skills. This position offers significant professional development opportunities for individuals looking to build their career in client success within the market research industry.
Key Responsibilities
Support in maintaining relationships with Black Swan's key global CPG clients, ensuring responsive and professional service delivery
Conduct and produce Trendscope Analyst reports, including analysis and PowerPoint presentation preparation
Maintain accurate client records and communication logs to support account management activities
Monitor and report on Trendscope usage patterns, Analyst hours consumption, and client satisfaction metrics and identify potential risks or optimization opportunities
Assist in the execution of account plans and client engagement strategies developed by Account Directors and Customer Success Managers
Coordinate with Datasets teams to ensure ongoing expansion of Black Swan’s category datasets.
Proactively identify opportunities to enhance client experience and share insights with Customer Success Managers and Commercial Leads
Contribute to client communications and participate in client meetings as directed by Customer Success Managers
Essential Skills and Experience
1-2 years of experience in client service, customer success, or related roles; exposure to the insights or market research industry is a plus but not required
Strong analytical skills with ability to synthesize information and produce clear insights
Detail-oriented with excellent organizational and time management abilities
Demonstrated ability to work collaboratively and support team objectives
Proactive mindset with strong problem-solving capabilities
Bachelor's degree preferred, ideally in business, marketing, or related field
Eagerness to learn about CPG industry trends and market research methodologies
Professional communication skills and strong willingness to develop expertise in client-facing situations
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