Market Research Analyst

At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn't only possible, butessential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more, SMS Assist managesmore than 186,000 properties where people live and work.Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane.Wework across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
The Market Research Analyst facilitates all necessary customer, competitive, and market research initiatives, translating findings to deliver clear and actionable insights. Supporting all qualitative and quantitative research, this person will work closely with the Marketing, Sales, and Customer Success teams, as well as other key stake holders throughout the organization. You will need to be a strategic and critical thinker, problem-solver, with strong project management and communication skills, and exhibits the ability to present results in a clear and concise manner. This person is naturally inquisitive and a self-starter with strong analytical capabilities.
Responsibilities
• Develop a solid understanding of our industry and stay abreast of trends, changes and issues affecting it. Provide regular weekly reporting of all new and relevant changes, public announcements, and noteworthy events.
• Conduct all qualitative and quantitative research projects as determined, collaborating with appropriate stakeholders, assessing data for accuracy, and analyzing data for insights. Disseminate results through written reports and oral presentations.
• Conduct market vertical research to help identify market size, key account opportunities, and trends to help determine and support short and long-term growth.
• Analyze and monitor competitor intelligence, utilize findings to support sales enablement tools (battlecards, etc.), help us position our solutions and services effectively, differentiating SMS Assist from our competition.
• Support our Marketing and Customer Success teams with the creation and execution all VOC initiatives including, but not limited to, NPS, CSAT, and other survey work that helps us understand existing customer needs, pain points and satisfaction levels.
• Work with key stakeholders on understanding the customer and affiliate journeys, developing personas, and helping identify and map out critical touchpoints.
• Oversee the management and execution of research programs and projects related to our technology platform. Help our Product teams improve and advance our technology to better meet current and future needs through innovation directly tied to customer and affiliate feedback.
• Create professional and easy to digest read outs and reports to keep stakeholders and leadership informed of critical intelligence and key learnings.
• Support the Marketing team with assorted research requests to support content development.
• Foster a positive team environment.
• Ensure confidentiality of internal and external data.
• Perform ad-hoc projects and other duties as assigned.
Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
• Qualitative and Quantitative Research Skills - Advanced
• Verbal Communication - Advanced
• Written Communication - Advanced
• Teamwork - Advanced
• Relationships - Advanced
• Organizational Awareness - Proficient
• Learning Agility - Proficient
• Analysis - Advanced
• Process Orientation - Advanced
• Prioritization - Advanced
Role Specific Skills
• Comfortable with quantitative data, proficient with crosstabs and/or basic data descriptors. Experience with qualitative methods from focus groups to ethnographic research.
• Able to synthesize data and make appropriate interpretations of results.
• Strong project management skills from conceptualization, driving alignment, managing deadlines, analyzing results, and delivering recommendations
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
Qualifications
Minimum Qualifications
• Bachelor's degree required in market research or a related business, communications, or social science field
• 5 or more years of directly relevant research experience and a proven record of creating and executing research programs
Other Relevant Qualifications
• Experience working with research tools such as Qualtrics and Survey Monkey
• Experience with Social Analytics tools a plus
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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