United States onlyABOUT THE JOB
Remote job based in the USA.
WHO WE ARE & WHAT MAKE’S US A GREAT PLACE TO WORK
NPS Prism is a market-leading, cloud-based SaaS business owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS®, and on every step of the customer journey.
With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.
Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.
WHERE YOU’LL FIT WITHIN THE TEAM
The Client Engagement Manager will build and nurture positive client relationships and work closely with customer stakeholders to assist them in effectively utilizing our platform and insights. Successful candidates will have the ability to thrive in a fast-paced, dynamic environment on the leading edge of strategy, big data, and customer experience insights.
The key driver to success in this position is providing top-notch service in product knowledge, customer experience, and proactive competitive CX insights. The CEM will be the clients’ first point of contact, ensuring that the relationships remain strong and enduring.
The Client Engagement Manager’s primary responsibility is to manage a portfolio of strategic clients who are leveraging NPS Prism’s benchmarking CX insights. The CEM will develop, manage and grow key client relationships, forming close partnerships with senior marketers, business leaders, and consumer insights professionals.
MISSION OF THE CLIENT ENGAGEMENT MANAGER
- Own the strategic relationship with NPS Prism clients to ensure that they realize the full strategic insights and value of the Prism tool in order to drive CX improvement throughout their organization
- Deliver client excellence through new CX industry insights powered by Prism and by executing day-to-day delivery in a high-quality, detail-oriented manner
- Drive prospective client sales discussions and processes, in collaboration with Bain Partners, to fuel the growth of the Prism business
WHAT YOU’LL DO
- Lead multiple strategic client relationships for NPS Prism and own all day to day aspects of client management
- Own the client relationship for NPS Prism
- Work with the Prism team leadership to set the strategy for the account:
- Manage strategic account plans by pursuing revenue growth opportunities and developing tactical plans to grow presence including creating and maintaining a multi-year roadmap.
- Create and engage clients on CX thought leadership driven by Prism
- Create and deliver thought leadership, customer experience (CX) insights to clients powered by Prism and support clients in socializing and embedding the Prism tool to drive action-oriented CX change and improvement
- Acting as a dedicated resource to clients to discuss business challenges, activation of the Prism subscription and best practices
- Advise client day to day leads in socializing insights from NPS Prism and from customer experience results within the client’s own organizations.
- Engage with clients and solicit feedback on Prism product to better support their CX needs
- Manage day-to-day client engagement
- Manage and/or oversee all day-to-day details of client engagements, including contracting, project plans, and external and internal coordination with the Prism product development and operations teams.
- Answer all client questions and actively resolve issues, engaging the broader Prism team and Bain Partners as needed
- Analyze Prism data to drive to client answers
- Monitor and proactively ensure client engagement
- Support sales strategy and commercialization efforts for prioritized prospects and clients, including:
- With your Senior Manager, identify target accounts for the Prism instruments in your book of business
- With your Senior Manager, facilitate Prism demos discussions with multiple stakeholders in the client’s organization as a part of the selling process
- Be a contact for providing product information and demos to prospective clients
- Create dynamic and engaging presentations, analyzing insights and Prism data to bring the value of Prism to life for our clients
ABOUT YOU
Required
- Bachelor’s degree
- 4+ years of experience in consulting, customer insights, or account management and sales in a data business
- Experience as a client service professional 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 applying strategic marketing to drive business results
- Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive
- Strong communications skills: creates open and ongoing dialog with both clients and internal team members; extensive presentation experience a must
- Strong leadership skills: you understand clients’ businesses and how emotional connection can help drive results; capable of rallying and collaborating with client and internal teams
- Outstanding project leadership, coordination and organizational skills; able to manage competing priorities and keep external and internal teams aligned and on track
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