WHO WE ARE & WHAT MAKES US A GREAT PLACE TO WORK

NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform 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 

In collaboration Bain Partners and other NPS Prism Stakeholders, the Senior Manager for Client Engagement will build and nurture positive client relationships and work closely with users and decision-makers to assist them in effectively utilizing our platform.  Successful candidates will have the ability to thrive in a fast-paced, dynamic environment on the leading edge of strategy, big data, and CX insights. 

The key driver to success in this position is providing top-notch service in the areas of product knowledge, customer experience, and proactive competitive CX insights. The Sr. CEM will also be the clients’ first point of contact, ensuring that the relationships remain strong and enduring. 

The Senior Manager for Client Engagement’s primary responsibility is to manage a portfolio of strategic clients who are leveraging NPS Prism’s benchmarking CX insights. The Sr. 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 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 to fuel the growth of the Prism business
  • Support the growth and development of junior colleagues within your team

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
  • 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
    • Engage with clients and solicit feedback on NPS Prism’s product to better support their CX needs
    • Where applicable, collaborate with Bain case teams to execute on growth strategy for NPS Prism; advocate for Prism clients within Bain
  • 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.
  • Manage sales strategy and commercialization efforts for prioritized prospects and clients, including:
  • Set the strategy:
    • With Commercial leadership, develop the go to market commercial approach and selling story in new markets for NPS Prism
    • Lead efforts to continuously enhance the NPS Prism sales strategy and to set the account vision and long-term / near-term commercial and account management priorities
  • Own the sales process
    • Run the selling process from start to finish
    • Facilitate Prism demos discussions with multiple stakeholders in the client’s organization as a part of the selling process
    • Be the main contact for providing product information and demos to prospective clients

ABOUT YOU

Required:

  • Bachelor’s degree
  • 8+ 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 F1000 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 necessary
  • 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
  • Working knowledge of quantitative and qualitative research; experience in analyzing and presenting quantitative research

Preferred: 

  • MBA