Job Description

Sr Manager II, Client Service

Let’s be unstoppable together!

Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data® platform help clients measure market share, uncover consumer behavior, and drive growth—powered by six decades of expertise and an expansive, high-quality data set.

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives.  We’re a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. With us, you can always bring your full self to work.  Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at www.circana.com.

To be successful as a Client Service Consultant you must possess and be able to:

• Provide superior service leadership through exceptional management of all aspects of content delivery for client; including Client Satisfaction measurements as well.
• Accountable for building rapid rapport with key client contacts and across functions within the highly matrixed CIRCANA organization.
• Responsible for ensuring flawless and timely delivery of all restatements and seeking improvements in data quality.
• Looks for opportunities to increase client satisfaction with database reporting related to continuous updates within the databases including new item additions, executive level reporting analysis and provide greater efficiency.
• Lead effective problem solving with client and internal teams.
• Manage client services team to ensure project requirements are successfully executed.
• Lead presentations that deliver insightful, strategic, and actionable answers for clients.
• Create indispensable, long-term, solution-focused consultative partnerships; Establish trust based on demonstrated commitment to quality and service.
• Coordinate client solutions across multiple CIRCANA functions (i.e., CI, Analytics, Technology Consulting, etc.). - Participate in Quarterly Business Reviews and team leadership/development meetings.
• Provide leadership on finding efficiencies across the team (ways to enhance service excellence, improve client satisfaction, cost savings, productivity, etc.).
• Identify and develop new service opportunities with client contacts.
• Suggest creative techniques, tools, and processes to improve all aspects of client and team performance.
• US-based advocate for GOC and client advocate of key delivery work.

Job Responsibilities

Service Leadership & Communication

• Provide leadership and management of client relationship(s), working collaboratively with client stakeholders to translate needs and business opportunities into solutions.
• Demonstrate technical leadership by managing end to end process of content delivery.
• Increase client satisfaction with Unify reporting related to providing faster insights and greater efficiency.
• Effectively synthesizes content written and verbally.
• Proactively manages communication and expectations with client and cross functional teams.
• Provide on-going Experience and expertise for CIRCANA solutions, data questions, story building, and troubleshooting.
• Work closely with functional teams (e.g. Product Management, Experience, Sales) to ensure customer needs are being prioritized and addressed appropriately.

Team Leadership & Collaboration

• Build a high performing team through actively recruiting and developing diverse and inclusive talent.
• Set strategies and goals against creating client value and stickiness for CIRCANA; develop appropriate metrics to measure success against these strategies.
• Inspires commitment and excellence to drive results within the team and across the firm.
• Collaborates with virtual and diverse teams (i.e. offshore and onshore).
• Demonstrates and encourages knowledge sharing across the team.
• Leads forecasting, resource/capacity planning, and pipeline management.
• Provides escalation Experience for internal client teams and delivers executive communications.

Executional Excellence

• Drives transformation at the client, focusing on change management aspect to ensure smooth transitions.
• Accountable for ensuring all change events and client deliverables are on time and accurate.
• Provide leadership on driving efficiencies across the team (ways to enhance service excellence, improve client satisfaction, cost savings, productivity).
• Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives.

Problem Solving and Quality Control

• Suggests creative techniques, tools, and processes in a consultative manner to improve all aspects of client and team performance.
• Operates within defined standards to assure quality.
• Accurately assesses problems and efficiently arrives at resolutions.
• Apply systemic thinking to identify root cause of issues and prevent reoccurrence.
• Anticipates issues. Identify opportunities to improve systems to prevent problems and mitigate risk.

Requirements

• 3-5 years progressive years of experience.
• Experience working with a premier Consumer Packaged Goods (CPG) company.
• Demonstrated ability to successfully manage complex client deliverables.
• Demonstrated experience within the CPG industry using syndicated POS/panel data.
• Strong analytic and quantitative abilities, problem solving skills, and attention to detail.
• Excellent organizational skills and written/verbal communication skills.
• Ability to build and leverage mutually beneficial relationships and networks internally.
• Demonstrated resiliency and sound judgment in dealing with business and corporate challenges.
• Demonstrated planning, leadership, communication, negotiation, interpersonal and presentation skills. - Demonstrated strong understanding of client issues.
• Ability and willingness to recognize and respond to client needs from a service perspective.
• Experience with CIRCANA solutions is preferable, but not crucial
• Manages to budget, understands account financial dynamics, suggests ways to be more efficient
• Proven ability to consult with clients to influence thinking and drive CIRCANA’s business agenda.
• Advanced degree is a plus
• Flexibility of work schedule to cover night and weekend work when needed

Core Competencies:

• Tech & digitally fluent - Keeps up with the digital natives (or is one!), savvy with technology and always eager to try and master new technology tools.
• Culturally & emotionally intelligent - Leads with the human experience, understanding oneself and one’s emotions and also actively seeking to learn from others experiences and different perspectives.
• Data visualizer & storyteller - Masterful at translating insights into impact and synthesizing the complex through simple visualization and artful storytelling.
• Agile - Brings energy to change by championing innovation and new ways of working, persevering through ambiguity and adversity and can pivot quickly to new priorities.
• Intellectually curious - Insatiable appetite to learn, ask questions to connect the dots and in relentless pursuit of solutions for hard to solve problems.
• Consultative - Big boundaryless thinking with systems view to identify root cause, methodical about problem analysis with economic impact orientation & strong actionable recommendations.

Circana Behaviors

Beyond technical skills, experience, and role-specific attributes, these shared behaviors are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviors in their daily work:

• Stay Curious: Being hungry to learn and grow, always asking the big questions.
• Seek Clarity: Embracing complexity to create clarity and inspire action.
• Own the Outcome: Being accountable for decisions and taking ownership of our choices.
• Center on the Client: Relentlessly adding value for our customers.
• Be a Challenger: Never complacent, always striving for continuous improvement.
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
• Commit to each other: Contributing to making Circana a great place to work for everyone.

Location: This position can be located in the following area(s): Remote, United States

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An employee’s position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. The salary range for this role is $88k-$100k.

This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

An offer of employment may be conditional upon successful completion of a background check in accordance with local legislation and our candidate privacy notice Your current employer will not be contacted without your permission.

You can apply for this role through the Circana careers website or Intranet site for internal candidates. This role is subject to AI-assisted screening. Circana uses artificial intelligence (AI) to assess resumes for alignment with job requirements by helping locate details in resumes that relate to the job description.