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Job Summary

• As an Insights Associate within our Cape Town Insight Hub, you will play a crucial role in delivery market research projects, responding to client briefs related to consumer attitudes and behaviors to inform product innovation and brand comm's. The hub team delivers projects utilizing both quantitative and qualitative research techniques on social datasets to analyze data, identify trends and understand consumers’ shifting interests. In collaboration with our Insight and Client teams in Cape Town, London & New York, you will be jointly responsible for ensuring we provide high-quality insights and analytics across a diverse range of client projects. 
• This role presents an opportunity to enhance your insights skills in addressing captivating client issues, and expanding your knowledge of how social research and data science can revolutionize traditional research approaches. You will engage in a creative research process where analytical rigor is as important as curiosity about the world, all within a dynamic and social team. 

Key Responsibilities: 

• Conduct both data-led and qualitative analysis, utilizing Black Swan’s proprietary tools and interpreting large volumes of Excel data. 
• Craft succinct reports of analysis, identifying compelling insights that answer key business questions. 
• Actively participate in client and internal meetings, debriefs, and presentations. 
• Share ideas and key learnings within the team through informal communication and team sharing sessions. 
• Monitor the project’s performance and escalate obstacles to project quality/timing to the appropriate stakeholder. 
• Role model to our Insights Associates, troubleshooting, coaching, and training on tasks such as taxonomy builds, expanding inclusion and exclusion terms, data curation, and outputting. 

Requirements: 

• Strong academic background with a relevant Degree or post-graduate qualification. 
• Minimum 1 years of relevant work experience in qualitative and quantitative research or data analysis. 
• Interest in product innovation, new technologies, and understanding consumer attitudes & behavior. 
• Enthusiasm for emerging research techniques and the potential of social data. 
• Proficient in working with and interpreting large volumes of Excel data. 
• Skilled at using PowerPoint to present in a professional and visually compelling way. 
• Comfortable working with a range of stakeholders, including clients, and confident in presenting. 
• Ability to work both independently and collaboratively with team members in different locations. 
• Bring energy, positivity, compassion, and empathy to every team interaction. 

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The Role:

• 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