Client Service Consultant - Remote US

Summary

Circana provides technology, AI, predictive analytics, and data solutions for consumer packaged goods companies, manufacturers, and retailers. The Client Service Consultant leads client relationships, manages end-to-end content delivery, coordinates cross-functional solutions, and drives client satisfaction, operational efficiency, and high-quality insights. The role also provides team leadership, consultative problem solving, change management, and executive communication.

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 Goods0(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 CIRCANAs business agenda
• Flexibility of work schedule to cover night and weekend work when needed
• Advanced degree is a plus

Qualifications

Must Haves

• 3-5 years progressive years of experience
• Experience working with a premier Consumer Packaged Goods0(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 CIRCANAs business agenda
• Flexibility of work schedule to cover night and weekend work when needed

Nice to Haves

• Advanced degree is a plus

Benefits

• Flexible and accommodating work environment for work and personal lives
• Paid time off
• Medical insurance for eligible employees
• Dental insurance for eligible employees
• Vision insurance for eligible employees
• 401(k) for eligible employees