Client Success Director, AI

🕒 July 18

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Circana

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🤝 B2B

💼 Consulting

B2B • Consulting

Circana is a market research company that specializes in measuring and accelerating demand for brands. They utilize big data and an AI data-visualization platform to tackle complex business challenges, guiding clients through innovation and meeting consumer demand. With over a century of combined experience from their legacy as IRI and NPD, Circana serves more than 7,000 global brands and retailers, providing insights into both online and in-store purchasing behavior. Their expertise is recognized by prominent media outlets including Bloomberg, CNBC, and The New York Times.

📋 Description

• Support the ongoing success of Emiri client deployments • Bridge product support, user experience, and development by investigating issues, coordinating resolutions, coaching commercial teams, and managing communication between users, client service teams, and product development • Apply a voice of customer lens to user feedback and issues to surface enhancement opportunities and influence the product roadmap • Own issue root cause identification and resolution to triage root causes between feature enhancements, system bugs, and user education • Coach commercial teams on the configuration and functionality of Liquid AI; support key client meetings and demos • Support setup, configuration, and QA of client models • Drive continuous improvement of support processes, tools and user education materials • Clearly communicate guidance and resolutions to users or internal teams • Test new enhancements or fixes prior to release to ensure quality and expected behaviour • Prepare concise write-ups of confirmed bugs or feature requests for the development team

🎯 Requirements

• Familiarity with Circana tools, including Unify+, model/report building, and ideally Emiri • Background in product or client support, operations, or troubleshooting technical issues, ideally with a focus on data-driven AI tools • Analytical and problem-solving skills, with the ability to investigate user reports, logs, and system behaviour to identify root causes • Strong organizational skills to support multiple client deployments and maintain flawless on-time delivery and service levels • Strong communication abilities, especially in simplifying technical concepts for non-technical users and collaborating across teams • Tech-curious mindset, comfortable learning prompt engineering and system behaviour, with a process-driven approach to managing issues, QA, and feedback loops • Familiarity with AI systems, natural language processing tools, or machine learning products • Experience using tools like Jira, Confluence, or similar issue tracking and documentation systems • 7+ years of experience in client support for data analytics and reporting

🏖️ Benefits

• Continuous learning and growth • Celebrating victories both big and small • Global commitment to diversity, equity, and inclusion • Flexible and accommodating environment