Client Engagement Manager, Consumer Insights
3 meses atrás
ABOUT THE JOB
São Paulo hybrid role: 2 days per week.
WHERE YOU'LL FIT WITHIN THE TEAM
The Client Engagement Manager (CEM) will craft compelling CX insights and narratives for both industry trends and individual clients. The CEM will lead client engagement on these insights, manage the onboarding process to the NPS Prism platform, offer ongoing support to ensure clients fully leverage Prism, and contribute to driving sales efforts, including managing trials and developing proposal materials.
Success in this role depends on delivering exceptional client service by developing valuable customer experience insights, helping clients apply Prism data to address strategic challenges, and proactively managing client relationships to uncover growth opportunities. As the primary point of contact, the CEM will be responsible for maintaining strong, enduring client relationships and ensuring long-term value.
WHAT YOU’LL DO
- Analyze large datasets and drive the story-building of CX insights for clients.
- Develop CX insights and materials that bring those stories to life for clients to showcase the value of Prism.
- 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.
- Manage and 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.
- Support the selling process, in concert with the Sr. Engagement manager, Prism Leadership and Bain Partners.
ABOUT YOU:
Required:
- Excellent written and verbal communication in English.
- 6+ years of experience in consulting, customer insights, data analytics teams or data-heavy client-facing roles.
- Comfort in working with large data sets to execute analysis (advanced Excel and other data analysis tools).
- Strong experience with storytelling with data (e.g., building slides in PowerPoint based on data).
- Outstanding senior client service skills: responsive, proactive, empathetic and detail-oriented.
- Strong interest in customer experience, loyalty analytics and applying strategic marketing to drive business results.
- Attention to detail and top-notch delivery standards for clients.
- Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive and can handle changing priorities.
- Strong communications skills and proven track record of collaborating across teams and organizations.
WHO WE ARE & WHAT MAKES US A GREAT PLACE TO WORK
NPS Prism, owned by Bain & Company, is a leading cloud-based CX benchmarking platform. We provide actionable insights that help clients create exceptional customer experiences. Since our launch in 2019, we've grown to over 200 team members and serve clients worldwide. As part of Bain & Company, recognized globally for top-tier benefits and a great work environment, we value diversity, inclusion, and collaboration. We nurture exceptional talent, helping you thrive both professionally and personally.
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