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. 

Summary

  • Strategically manage the Prism pipeline, in collaboration with key Partners, to fuel the growth of the Prism business and manage the execution/progression of each sales process through their Commercial team

  • Lead, develop, and train Commercial Prism team members in EMEA; drive hiring and training for open positions on the teams

  • Monitor existing relationships with NPS Prism clients in the region and manage/develop executive relationships at the client to continue to align NPS Prism to executive needs and goals and drive the maximum value in CX improvements

  • Act as a thought leader in overseeing and coaching the team to develop CX industry insights powered by Prism

Essential Functions

40% - Manage sales strategy and commercialization efforts to build the Prism business for the region in collaboration with Partners and manage the execution of these prospect opportunities. 

  • Define strategy and plan to meet region growth targets by defining the pipeline and key accounts of focus and working with Partners to develop and execute the plan

  • Identify opportunities and develop proposals with Partners and the Prism Product team for new products in the region

  • Drive and evolve the creation of sales materials for products in the region

  • Manage the execution through the team of the sales process, including driving top-of-the-funnel conversations, insights discussions through product demos, commercials, and pricing recommendations in conjunction with Prism leadership and follow the process through contracting and signing

40% - Manage and build the Commercial team in the region

  • Coach and guide the Commercial region team to develop the insight, account management, and sales skills to provide top-level client delivery and sales experience to our existing and prospective Prism clients

  • Define hiring and capacity needs as business size and need to expand in the region, in conjunction with the Head of Commercial for NPS Prism

  • Drive hiring processes for the Commercial team in the region

20% - Monitor client delivery and client relationships through the region team’s efforts and develop and manage senior executive relationships of Prism clients

  • Set the strategy for accounts in the region in conjunction with Partners and direct reports; create roadmaps and evaluate elevated offerings for Prism in addition to evolving/improving upon the existing account delivery structure

  • Drive high-quality thought leadership through the CEM team in the region to create cutting-edge industry and client-specific insights that drive value and engrain NPS Prism

  • Develop senior client relationships and be seen as the expert and point of escalation, if needed, on NPS Prism

ABOUT YOU

Required:

  • Bachelor’s degree

  • 12+ years of experience in consulting, customer insights, or account management and sales in a data business

  • Experience engaging C-suite members and senior executives of F1000 companies and driving executives to action

  • Successful track record of managing and growing senior client relationships

  • Analytical background and grounding in customer strategy, customer insights, net promoter score

  • Experience in managing a team and developing / upskilling team members to own client relationships

  • Ability to ‘manage up’ across Prism leadership and senior internal stakeholders, in addition to client management

  • Background in growing revenue of business and creating business structure and rigor in an ambiguous and entrepreneurial environment

Preferred: 

  • MBA

  • 3+ years of consulting or professional services experience

  • Proven track record of growing revenue and a team to deliver against that revenue

  • Ability to manage multiple sets of senior stakeholders and balance sometimes competing priorities