Senior Manager, Client Engagement, NPS Prism

Description & Requirements

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor's Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. 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. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.

WHO YOU'LL WORK WITH

NPS Prism, Bain's proprietary data ventures 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.

WHERE YOU'LL FIT WITHIN THE TEAM

In collaboration with Bain case teams and Bain Partners, the Client Engagement Senior Manager 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 CEM will also be the clients' first point of contact, ensuring that the relationships remain strong and enduring.

The Client Engagement Senior Manager's primary responsibility is to manage a portfolio of strategic clients who are leveraging NPS Prism's benchmarking CX insights. The 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 SENIOR MANAGER

• 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
• 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, in collaboration with Bain Partners, to fuel the growth of the Prism business

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. In collaboration with Bain partners, constantly fine-tune/adapt that roadmap based on new learnings / commercial opportunities
• 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
• 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
• 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
• 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
• Run the selling process from start to finish with supporting Bain Partners in selling the instrument and engaging prospective clients
• Facilitating 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 required
• 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 a must
• 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

ABOUT US

Bain & Company is a global consultancy that helps the world's most ambitious change makers define the future. Across 59 offices in 37 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today's urgent challenges in education, racial and social equity, economic development and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1

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