Client Service Consultant

Job Details
Description
Client Service Consultant

Let’s be unstoppable together!

Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data® platform help clients measure market share, uncover consumer behavior, and drive growth—powered by six decades of expertise and an expansive, high-quality data set.

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’re a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our 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. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at www.circana.com.

Role Overview

To be successful as a Client Service Consultant you must possess and be able to:

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.

Job Responsibilities

Service Leadership & Communication

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

Team Leadership & Collaboration

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

Executional Excellence

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

Problem Solving and Quality Control

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.

Requirements

3-5 years progressive years of experience
Experience working with a premier Consumer Packaged Goods (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 CIRCANA’s business agenda.
Advanced degree is a plus
Flexibility of work schedule to cover night and weekend work when needed