Note: The job is a remote job and is open to candidates in USA. Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. The Director, Client Service / Technical Customer Support role is focused on service excellence, maintaining a deep understanding of customer needs, and leading a team to drive positive results.
Responsibilities
- Demonstrate technical leadership by managing end-to-end process of content delivery
- Effectively synthesizes content written and verbally
- Proactively manages communication and expectations with team members, clients and cross functional teams
- Provide on-going support and expertise for CIRCANA solutions, data questions, story building, and troubleshooting
- Provide coaching and feedback to team members to aid in development
- Work closely with functional teams (e.g. Product Management, Technical Support, Sales) to ensure customer needs are being prioritized and addressed appropriately
- Collaborates with virtual and diverse teams (i.e. offshore and onshore)
- Exhibits humility and curiosity with team members to drive engagement
- Provides escalation support for internal client teams and delivers executive communications
- Drives transformation for clients, focusing on change management aspect to ensure smooth transitions
- Accountable for ensuring all change events and client deliverables are on time and accurate
- Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives
- Strives to break down barriers internally to drive increased performance and efficiency
Skills
- BA/BS Degree
- 5 or more years of relevant experience
- Strong leadership skills; must be able to effectively lead internal teams (both local and remote), be approachable, and inspire trust
- Outstanding verbal and written communication skills and professional etiquette
- Ability to work in a fast-paced environment, be flexible and welcoming to change
- Prompt decision-maker and creative thinker, with excellent problem-solving skills, with a positive attitude
- Demonstrate strong work ethic with calmness and composure in times of uncertainty
- Keen operational skills; ability to recognize the opportunity for process improvement/standardization
- Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance
- Proven technical abilities; experience using Excel, data management tools
- Demonstrated expertise in translating data and analysis into relevant implications
- Experience working in a consultative manner with clients
- Skilled at developing relationships with clients and cross-functional teams to become a trusted and value-added business partner
- Successful experience delivering data and technical training for enablement of clients
Benefits
- This job is also eligible for bonus/incentive pay.
- We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Company Overview