[Hiring] Client Engagement, Insights Manager @NPS Prism

Role Description

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.

• 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.
• 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.
• 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.
• Act 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, 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.
• Create dynamic and engaging presentations, analyzing insights and Prism data to bring the value of Prism to life for our clients.

Qualifications

• 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: 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: understands 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.

Company Description

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. Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world.

• 100% owned by Bain & Company, one of the top management consulting firms in the world.
• Consistently recognized as one of the world’s best places to work.
• Believes that diversity, inclusion, and collaboration are key to building extraordinary teams.