Note: The job is a remote job and is open to candidates in USA. Circana provides technology, artificial intelligence, and data solutions for consumer packaged goods companies, manufacturers, and retailers. The Client Service Consultant leads client relationships, content delivery, service teams, and cross-functional solutions while improving data quality, client satisfaction, operational efficiency, and strategic outcomes.
Responsibilities
- Provide superior service leadership through exceptional management of all aspects of content delivery for client; including Client Satisfaction measurements as well
- Accountable for building rapid rapport with key client contacts and across functions within the highly matrixed CIRCANA organization
- Responsible for ensuring flawless and timely delivery of all restatements and seeking improvements in data quality
- Looks for opportunities to increase client satisfaction with database reporting related to continuous updates within the databases including new item additions, executive level reporting analysis and provide greater efficiency
- Lead effective problem solving with client and internal teams
- Manage client services team to ensure project requirements are successfully executed
- Lead presentations that deliver insightful, strategic, and actionable answers for clients
- Create indispensable, long-term, solution-focused consultative partnerships; Establish trust based on demonstrated commitment to quality and service
- Coordinate client solutions across multiple CIRCANA functions (i.e., CI, Analytics, Technology Consulting, etc.). - Participate in Quarterly Business Reviews and team leadership/development meetings
- Provide leadership on finding efficiencies across the team (ways to enhance service excellence, improve client satisfaction, cost savings, productivity, etc.)
- Identify and develop new service opportunities with client contacts
- Suggest creative techniques, tools, and processes to improve all aspects of client and team performance
- US-based advocate for GOC and client advocate of key delivery work
- Provide leadership and management of client relationship(s), working collaboratively with client stakeholders to translate needs and business opportunities into solutions
- Demonstrate technical leadership by managing end to end process of content delivery
- Increase client satisfaction with Unify reporting related to providing faster insights and greater efficiency
- Effectively synthesizes content written and verbally
- Proactively manages communication and expectations with client and cross functional teams
- Provide on-going Experience and expertise for CIRCANA solutions, data questions, story building, and troubleshooting
- Work closely with functional teams (e.g. Product Management, Experience, Sales) to ensure customer needs are being prioritized and addressed appropriately
- Build a high performing team through actively recruiting and developing diverse and inclusive talent
- Set strategies and goals against creating client value and stickiness for CIRCANA; develop appropriate metrics to measure success against these strategies
- Inspires commitment and excellence to drive results within the team and across the firm
- Collaborates with virtual and diverse teams (i.e. offshore and onshore)
- Demonstrates and encourages knowledge sharing across the team
- Leads forecasting, resource/capacity planning, and pipeline management
- Provides escalation Experience for internal client teams and delivers executive communications
- Drives transformation at the client, focusing on change management aspect to ensure smooth transitions
- Accountable for ensuring all change events and client deliverables are on time and accurate
- Provide leadership on driving efficiencies across the team (ways to enhance service excellence, improve client satisfaction, cost savings, productivity)
- Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives
- Suggests creative techniques, tools, and processes in a consultative manner to improve all aspects of client and team performance
- Operates within defined standards to assure quality
- Accurately assesses problems and efficiently arrives at resolutions
- Apply systemic thinking to identify root cause of issues and prevent reoccurrence
- Anticipates issues. Identify opportunities to improve systems to prevent problems and mitigate risk
Skills
- 3-5 years progressive years of experience
- Experience working with a premier Consumer Packaged Goods (CPG) company
- Demonstrated ability to successfully manage complex client deliverables
- Demonstrated experience within the CPG industry using syndicated POS/panel data
- Strong analytic and quantitative abilities, problem solving skills, and attention to detail
- Excellent organizational skills and written/verbal communication skills
- Ability to build and leverage mutually beneficial relationships and networks internally
- Demonstrated resiliency and sound judgment in dealing with business and corporate challenges
- Demonstrated planning, leadership, communication, negotiation, interpersonal and presentation skills
- Demonstrated strong understanding of client issues
- Ability and willingness to recognize and respond to client needs from a service perspective
- Experience with CIRCANA solutions is preferable, but not crucial
- Manages to budget, understands account financial dynamics, suggests ways to be more efficient
- Proven ability to consult with clients to influence thinking and drive CIRCANA's business agenda
- Flexibility of work schedule to cover night and weekend work when needed
- Advanced degree is a plus
Benefits
- Paid time off for eligible employees
- Medical insurance for eligible employees
- Dental insurance for eligible employees
- Vision insurance for eligible employees
- 401(k) for eligible employees
- Remote work arrangement
Company Overview
Company H1B Sponsorship