Job Description

MGR, Client Service Tech

Let’s be unstoppable together!

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.

The Client Service Manager is a multi-faceted role responsible for service excellence and maintaining a deep understanding of customer needs and requirements. The Analyst demonstrates a strong desire to help clients succeed, ensures delivery of all client commitments, removes internal barriers to delivery, monitors and measures client satisfaction, provides clear communication, and consults on new projects.

The role is client facing - building rapport with key client contacts, engaging in client business priorities, flawless delivery of ad-hoc and ongoing reporting. Daily responsibilities include ongoing database maintenance, problem solving with various stakeholders on data and technology questions, data analysis, data investigation, report creation, visual storytelling, and delivering client training to drive IRI Unify adoption. When issues are identified, the candidate seeks out a root cause, identifies the source of quality issues, and recommends continuous improvement options.

The candidate must be comfortable with technology and build a deep understanding of Unify solution capabilities to meet the needs of the client organization. They must be organized and know how to prioritize schedules and tasks to satisfy multiple client demands, projects and deadlines. Strong listening, observational, and consultative skills are a must.

The ideal candidate seeks out voice of the customer. They will effectively communicate with clients and internal teams, manage expectations, and coordinate cross-functionally to deliver on time and with high levels of quality.

Job Responsibilities

Service Leadership & Communication

• Provide superior service through exceptional management of all aspects of content delivery for client
• Accountable for building rapid rapport with key client contacts and improving Client Satisfaction and NPS (Net Promoter Score) measurements.
• Proactively manages communication and expectations with client and cross functional teams
• Provide on-going Experience and expertise for IRI solutions, data questions, story building, and troubleshooting
• Effectively synthesizes content written and verbally
• Serve as liaison between off-shore team, work effectively in virtual settings
• Ability to plan time around client deliverables and requirements
• Educate clients on IRI Unify platform, new capabilities, and interpretation of data
• Indirectly Experience revenue growth, and directly Experience IRI ‘Growth Delivered’ strategy

Executional Excellence

• Accountable for ensuring all change events and client deliverables are delivered on time and accurately
• Collaborate with cross functional teams to define and deliver deliverables within the scope of contractual commitments and other related commercial agreements
• Partner internally with Technology and others within IRI to ensure seamless client transition and adoption of new systems and capabilities
• Technically savvy. Enjoys staying abreast of IRI new platforms and considers how to apply these with clients and end users.
• Implement process improvements and best practices
• Ability to work on multiple projects, prioritize, work as a team, and escalate issues and barriers as they arise
• Establish and maintain scorecard metrics (key performance indicators); highlight progress against quality initiatives

Problem Solving and Quality Control

• Operate within standards to assure quality
• Accurately assesses problems and efficiently arrives at resolution
• Applies systemic thinking to identify root cause of issues and prevent reoccurrence
• Curious by nature – seeks out and engages in learning opportunities – and applies knowledge to business
• Performs validations and QCs during all change events to verify accuracy
• Identifies data discrepancies; communicates resolution plan where appropriate
• Anticipates issues. Identify opportunities to improve systems to prevent problems and mitigate risk.

Financially Fit

• Suggests ways to be more efficient; contributes to improvement initiatives to streamline processes
• Experiences revenue growth for the firm, including profitable client renewals and new business opportunities

Requirements

• BA/BS Degree OR 2 or more years of relevant experience
• Ability to work in a fast-paced environment, be flexible and welcoming to change
• Outstanding verbal and written communication skills and professional etiquette
• Excellent project management and organizational skills
• Problem solving skills and attention to detail critical
• Technical mindset with proven technical abilities; experience using Excel, data management tools
• Demonstrated expertise in translating data and analysis into relevant implications
• Able to engage in consultative manner with clients
• Travel as business need dictates (<10%); amount depending upon location of candidate
• Flexibility of work schedule to cover night and weekend work when needed

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 $65k-$77k.

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.

The anticipated application deadline for this position is approximately 02/09/2026.

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