Client Service Consultant

Let’s be unstoppable together!

Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world’s leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at www.circana.com.

What will you be doing?

The Client Service Consultant is a multi-faceted role responsible for service excellence and maintaining a deep understanding of customer needs and requirements. This is a people-centric leadership role focused on developing trust, providing coaching, and maximizing the talent of their team. This leader will be accountable for executional excellence of their team members and driving positive results for their associated clients.

Job Responsibilities

Service Leadership & Communication

• 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, Support, Sales) to ensure customer needs are being prioritized and addressed appropriately
  
  

Leadership & Collaboration

• 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
  
  

Executional Excellence

• 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
  
  

Requirements

• BA/BS Degree or 3-5 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
  
  

Circana Behaviors

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:

• Stay Curious: Being hungry to learn and grow, always asking the big questions
• Seek Clarity: Embracing complexity to create clarity and inspire action
• Own the Outcome: Being accountable for decisions and taking ownership of our choices
• Center on the Client: Relentlessly adding value for our customers
• Be a Challenger: Never complacent, always striving for continuous improvement
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
• Commit to each other: Contributing to making Circana a great place to work for everyone
  
  

Location

This position can be located in the following area(s): REMOTE