Customer Success Associate

Black Swan Data is a leading provider of data, software, and consulting services for the consumer goods industry. Our technology uses AI and social data to power the insight and innovation capabilities of CPG brands like PepsiCo and General Mills.

We are a values-driven company that is committed to our employee’s wellbeing and growth. We believe that our people are our greatest asset, and we want to create an environment where they can thrive.  

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

What makes a Swan?
We want people fanatical about creating innovative solutions inspired by data. We know Black Swan’s DNA is different, it’s what helps us find new perspectives on our clients’ problems. Working in a fast paced, energized environment, our bar is set high, and an ability to build long lasting partnerships both internally and externally is vital.
We have made a difference at our core and that is embedded in our values.

• We believe in long-term partnerships through transparency and honesty.
• We believe in leaving the world in a better place than we found it.
• We believe anyone can achieve great things. We do not put people in boxes.
• We listen more than we talk.
• We think 10% crazy is just about right!
• Most importantly, and because you spend 60% of your waking time at work, we believe you should enjoy it.

What We Offer?
Hybrid Working – 2 days in the office per week (Thursday being our whole company connection day in the office). Some roles will also be eligible to apply for 100% remote working.
Career Development - At Black Swan, we prioritise your development. We break new ground daily - and that provides every Swan with the opportunity to build career-defining skills and experience.
Working environment - Because you spend 60% of your time at work, we try to make it enjoyable! You will benefit from our global benefits: staff referral scheme, wellness day, development day, flexible working, internal and online training initiatives, volunteering opportunities at whiteswan.org.uk, birthday half day, social events, and a flexible leave policy.
Exciting Clients and Projects - We work with some of the world’s most pioneering CPG brands, and operate at the cutting-edge of our industry, solving our clients' problems with technology.
Talented Teams - We employ the best talent in the market – as a Swan you will be exposed to highly skilled and multi-disciplined teams across 3 continents.