- Lead and develop the Customer Success and Operational/Insight Community Delivery teams.
- Drive customer satisfaction, retention, adoption, and growth across the client portfolio.
- Serve as a senior point of contact for key client relationships and escalations.
- Ensure successful execution and delivery of client programs while maintaining high service quality standards.
- Develop and implement scalable processes, procedures, and best practices that support growth and operational efficiency.
- Partner with Sales to support revenue growth, client retention, and profitability objectives.
- Collaborate with Panel and Operations teams to contribute to panel recruitment strategies that support feasibility, quality, and delivery goals.
- Monitor and report on key customer success, operational, and financial performance metrics.
- Manage budgeting, forecasting, resource planning, and profitability for the business line.