Summary

An Atlanta-based research and information firm serving the utility industry, seeks a Research Manager to serve as both product manager and subject matter expert in the areas of customer experience, satisfaction and service.

Research managers work directly with member utilities and solution providers to develop content, analyze data, and drive engagement around thought leadership topics. They collaborate with key internal stakeholders to define the product vision and achieve company goals for revenue, quality and customer satisfaction. Research managers lead a Leadership Council comprised of 15+ utility companies with an average of 40+ attendees at one-hour monthly calls and bi-annual all-day meetings.

The ideal candidate embodies core values of gratitude, respect, customer focus, resourcefulness, teamwork and a drive to be the best.

The candidate will need to work closely with other research managers and conference producers to generate research reports, industry news analysis, case studies and event content for Chartwell conferences and webinars.

The candidate must be able to comfortably and confidently engage clients, partners and executives within the industry and lead and moderate both virtual and in-person meetings. The candidate will also serve as the subject matter expert on sales calls and member engagement calls when requested.

Occasional travel to Chartwell and industry events is required. Knowledge of the utility industry is a plus.

Primary Responsibilities

• Work with senior management to sharpen the vision and strategy for Chartwell’s Customer Experience Leadership Council. Develop core positioning and messaging, identify areas for improvement and implement appropriate solutions. Track and report progress periodically.
• Develop, publish and present thought-provoking, original content driven by industry benchmarks, industry trends, best practices and new technologies. Complete assigned research project within deadlines.
• Communicate research findings effectively to targeted audiences.
• Ensure that Leadership Council deliverables meet quality standards and customer satisfaction goals.
• Develop and maintain contacts across the industry. Stay abreast of the latest developments.
• Assist in the development of data surveys and analyze information collected from utilities and vendors.
• Actively support sales and marketing initiatives to meet revenue targets.
• Resolve members’ questions and concerns promptly.

Requirements

• Bachelor’s degree in business, communications, research or journalism strongly preferred.
• 5+ years’ experience in research and analysis and/or business reporting.
• Intermediate Microsoft Word, Excel and PowerPoint skills required.
• Experience using survey software, Excel Data Analysis tools preferred.

Required skills/qualities:

• Demonstrated strong facilitation and meeting moderation skills.
• Demonstrated ability to create and analyze meaningful B2B and/or B2C surveys.
• Ability to utilize various data analysis tools and programs.
• Strong communication skills, including writing and speaking/presenting.
• A high level of initiative.
• Ability to hold oneself and others accountable.
• A demonstrated commitment to high-quality customer service.

Desired skills/qualities:

• Knowledge of/experience working in energy industry and/or customer experience research is preferred.
• Demonstrated content expertise within one or more of company's main research areas.