Client Success Director, AI

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Circana

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

At Circana, we measure and accelerate demand. It’s that simple. We partner with brands to address their toughest business challenges through a combination of our big data, AI data-visualization platform, and deep expertise across more than 25 industries. Our clients count on us to guide them on their next steps, and the steps after that, so they can innovate, meet consumer demand, and grow.

📋 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