Director, Client Service – Technical Customer Support

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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

• Manage end-to-end process of content delivery • Synthesize content written and verbally • Manage communication and expectations with team members, clients, and cross-functional teams • Provide ongoing support and expertise for Circana solutions, data questions, story building, and troubleshooting • Coach and provide feedback to team members • Collaborate with Product Management, Technical Support, Sales, and other functional teams • Collaborate with virtual, offshore, onshore, and diverse teams • Provide escalation support for internal client teams • Deliver executive communications • Drive client transformation and change management to ensure smooth transitions • Ensure change events and client deliverables are on time and accurate • Establish and maintain scorecard metrics and measure progress against quality initiatives • Break down internal barriers to improve performance and efficiency • Drive service excellence and positive results for Amazon

🎯 Requirements

• BA/BS degree • 5 or more years of relevant experience • Strong leadership skills and ability to lead local and remote internal teams • Outstanding verbal and written communication skills and professional etiquette • Ability to work in a fast-paced environment and adapt to change • Prompt decision-making and creative problem-solving skills • Strong work ethic, calmness, and composure during uncertainty • Keen operational skills and ability to identify process improvement and standardization opportunities • Expertise managing and enforcing processes, improvement initiatives, and compliance • Technical abilities, including experience using Excel and data management tools • Expertise translating data and analysis into relevant implications • Experience working consultatively with clients • Ability to develop trusted relationships with clients and cross-functional teams • Experience delivering data and technical training for client enablement • Ability to work effectively with virtual, offshore, onshore, and diverse teams

🏖️ Benefits

• Flexible and accommodating environment for work and personal lives • Paid time off • Medical, dental, and vision insurance • 401(k) • Bonus/incentive pay eligibility • Reasonable accommodation for applicants with disabilities • Background check and candidate privacy protections