Nps Prism

Company Overview
Bain & Company is the management consulting firm that the world's business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster cross every industry and economic sector.
Department Overview
NPS Prism, Bain's proprietary data business, is a market-leading customer experience benchmarking service. NPS Prism creates NPS and customer episode/journey benchmarks by surveying very large numbers of customers in a given sector. Customers are asked to identify the companies with which they do business, declare their likelihood to recommend each provider, describe why, and answer a battery of additional questions designed to reveal experiences with specific episodes, as well as share of wallet, channel preference, and other important data. NPS Prism offers rock-solid NPS benchmarks all the way to the episode level, the ability to determine the extent to which any given episode contributes to a company's competitive differentiation, the value of improvement, and the ability to link performance to operational episode metrics. It is delivered through an interactive platform that allows subscribers to do their own analysis.
Position Summary
The key driver to success in this position is providing top-notch client service in the areas of developing customer experience insights and helping our clients use Prism data to answer their strategic questions, proactively managing and looking for opportunities to deepen client relationships, growing a business and bringing clients along in the onboarding process. The CEM will be the clients' primary point of contact, ensuring that the relationships remain strong and enduring.
Essential Functions
Lead multiple strategic client relationships for NPS Prism and own all day to day aspects of client management
**Manage the client relationship for NPS Prism**:
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. Partnering with the Sr. Engagement manager to answer client-specific strategic questions through NPS Prism data.
- Acting as a dedicated resource to clients to discuss business challenges, activation of the PRISM subscription and best practices
- Advise senior client executives and Bain partners/teams in socializing insights from NPS PRISM and from customer experience results within the client's own organizations. This may include creating customized analyses for clients to bring NPS Prism insights to life.
- Engage with clients and solicit feedback on PRISM 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
**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. In collaboration with Bain partners, constantly fine-tune/adapt that roadmap based on new learnings / commercial opportunities
**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
- Work with target industries / geographies Bain practices and partners to 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 collaborate with the Bain partners to set the account vision and long-term / near-term commercial and account management priorities
- Collaborate with other Bain customer experience-related sales efforts and drive consistency in approach and delivery model in support of driving incremental commercial revenues for the consulting business
Own the sales process
- Support the selling process, in concert with the Sr. Engagement manager, Prism Leadership and Bain Partners
- Facilitating Prism demo discussions with multiple stakeholders in the client's organization as a part of the selling process and managing the process of complex client trials and customized selling processes
**Qualificat

---