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Customer Experience Manager

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São Paulo, São Paulo, Brasil Bain & Company Tempo inteiro
About the Role

Bain & Company is seeking a highly skilled Customer Experience Manager to join our NPS Prism team. As a key member of our team, you will be responsible for providing top-notch client service, developing customer experience insights, and helping our clients use Prism data to answer their strategic questions.

Key Responsibilities
  • 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, creating and engaging clients on CX thought leadership driven by Prism, and partnering with the Sr. Engagement manager to answer client-specific strategic questions through NPS Prism data.
  • Act 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.
  • Engage with clients and solicit feedback on PRISM product to better support their CX needs.
  • Collaborate with Bain case teams to execute on growth strategy for NPS Prism and advocate for Prism clients within Bain.
Requirements
  • Manage strategic account plans by pursuing revenue growth opportunities and developing tactical plans to grow presence, including creating and maintaining a multi-year roadmap.
  • 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.
  • 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.