Client Insights & Strategy, Manager

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NPS Prism

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

NPS Prism is a customer experience (CX) benchmarking platform developed by Bain & Company, designed to provide insights that help businesses enhance their customer journeys. The platform allows business leaders to access real-time data, benchmarking metrics, and tailored insights to make informed decisions about customer experience improvements. With a global dataset and customer feedback from various industries, NPS Prism helps companies understand their performance relative to competitors and identify impactful areas for enhancement in customer satisfaction.

📋 Description

• Build and nurture positive client relationships and serve as clients’ first point of contact • Manage a portfolio of strategic clients using NPS Prism’s benchmarking CX insights • Guide clients in establishing customer experience and loyalty strategies • Identify levers of change and communicate required changes to senior leadership • Support Bain case teams as a CX subject matter expert using NPS Prism data • Ensure clients realize the strategic insights and value of the Prism tool • Deliver CX industry insights and high-quality day-to-day client engagement delivery • Leverage AI tools and workflow automation to accelerate insight delivery • Drive prospective client sales discussions and processes with Bain Partners • Manage client engagements, including contracting, project plans, and internal and external coordination • Answer client questions, resolve issues, and analyze Prism data to provide client answers • Create and deliver Prism-powered CX thought leadership and insights • Support clients and case teams in activating and embedding the Prism tool • Advise on socializing CX insights within client organizations • Set account strategy and support sales and commercialization efforts • Manage strategic account plans, revenue growth opportunities, and multi-year roadmaps • Identify target accounts and facilitate Prism demos with client stakeholders • Provide product information and demos to prospective clients

🎯 Requirements

• Bachelor’s degree • 4+ years of experience in consulting, customer insights, or account management and sales in a data business • Experience engaging C-suite members and senior executives of Fortune 1000 companies • Successful track record of managing and growing senior client relationships • Outstanding client service skills: responsive, proactive, empathetic, and detail-oriented • Strong interest in customer experience, loyalty analytics, and strategic marketing • Ability to thrive in an entrepreneurial environment; proactive, self-starter, and adaptive • Strong communication skills and extensive presentation experience • Strong leadership skills and ability to rally and collaborate with client and internal teams • Outstanding project leadership, coordination, and organizational skills • Ability to manage competing priorities and keep external and internal teams aligned and on track • Authorization to work in the United States without employer sponsorship • Regular analysis experience with tools such as Excel, Power BI, SQL, Tableau, Alteryx, or other analytics tools