Job Post

Client Success, Panel Operations

TVision Insights
Boston Office P11
7 North Market Street, 4th Floor,
Boston, MA 02109

The Company

Founded by two MIT alumni, TVision Insights is a venture-backed attention measurement company headquartered in Boston, MA with offices in New York and Tokyo.

We are pioneering the way brands, agencies, TV networks, and OTT platforms determine the true value of their video content and advertising. The companys core technology measures 'eyes on screen' attention, the single most accurate way to measure exposure to video content.

Our solution offers a critical insight to brands and agencies targeting audiences in the universe of many screens. We do this by providing a mission-critical dashboard and attention currency to our customers - some of the most well-known brands and networks globally. Our growth and innovation have been recognized by The New York Times, Advertising Age, AdWeek, MediaPost, and Forbes.

The Role

Our panel is the set of people who have our attention-monitoring equipment installed in their home, and the Panelist Success Specialist will ensure all panelists are provided with a friendly, consistent, and best-in-class experience as participants in the TVision Viewership Study. Working in conjunction with the rest of the Panel Ops team, this role will: manage compliance, conduct troubleshooting and effectively resolve support tickets and inquiries through multiple channels including email, incoming and outgoing telephone calls, and ticket platforms. This role will effectively communicate escalations, feedback and document results in our CRM system, and to relevant internal stakeholders in order to enhance overall Panel Operations success. Responsibilities will include:

  • Work directly with TVision Panelists on a variety of support needs including compliance, troubleshooting, resolving support tickets, and facilitating onboarding.
  • Complete outbound communication with panelists focusing on compliance and troubleshooting tied directly to Panel Ops success metrics
  • Document all correspondence, results, escalations and panelist feedback in CRM (Customer Relationship Management software)
  • Manage to high daily completion rate of calls and ticket correspondence
  • Ensure all support tickets are resolved in a timely fashion and track progress and provide updates on escalations back to panelists
  • Complete setup configuration on deployed devices including verification and household follow ups as necessary
  • Complete general admin tasks related to the onboarding and decommission of panelists
  • Compile learnings, insights and trends based on communication to help establish more efficient processes

The Candidate

The perfect candidate will have proven track record of high-level customer service and basic technical troubleshooting capabilities on inbound/outbound calls (2-4 years experience). In addition, they will have:

  • Excellent telephone presence
  • Effective teamwork skills and inclination towards working as part of a team
  • Experience with call tracking or customer support platforms
  • Strong communication skills, both written and verbal
  • Adaptable and comfortable with changing requirements and a fast-paced startup environment

TVision prides itself in providing great benefits to its employees, including:

  • Competitive pay and stock options
  • Your choice of comprehensive health benefits for you and your family (health, dental, vision)
  • Short and long-term disability, Life and AD&D insurance
  • FSA/HSA accounts
  • 401(k) retirement plan options
  • Pre-tax commuter benefits
  • Monthly phone reimbursement
  • Unlimited PTO and paid holidays
  • Gym membership discounts
  • Financial support for ongoing professional development
  • Casual dress and fun office atmosphere
  • Monthly catered lunches
  • Drinks and snacks stocked weekly
  • Office locations in the heart of Boston (Faneuil Hall) and New York (Grand Central Terminal)
Category: Client Services
Full-time

See What It's Like To Work Here

TVision Insights measures eyes on screen attention to every second of programming and advertising on television.

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