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Senior Manager, Client Engagement
3 months ago
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 #1 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 13 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 is a market-leading, cloud-based CX benchmarking and operational improvement platform owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences.
Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS, and on every step of the customer journey.
With NPS Prism you can see where you're strong, where you lag, and how customers feel about doing business with you and your competitors, in their own wordsThe result:
prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.
Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world.
NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world's best places to work.
We believe that diversity, inclusion, and collaboration are 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 professionally and personally.
WHERE YOU'LL FIT WITHIN THE TEAM
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 Senior Manager for Client Engagement's primary responsibility is to manage a portfolio of strategic clients who are leveraging NPS Prism's benchmarking CX insights.
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 MANAGER
- Own the strategic relationship with NPS Prism clients to ensure that they realize the full strategic insights and value of the Prism tool to drive CX improvement throughout their organization
- Deliver client excellence through new CX industry insights powered by Prism and by executing daytoday delivery in a highquality, detailoriented manner
- Drive prospective client sales discussions and processes to fuel the growth of the Prism business
- Support the growth and development of junior colleagues within your team
WHAT YOU'LL DO
- Lead multiple strategic client relationships for NPS Prism and own all daytoday aspects of client management
Own the client relationship for NPS Prism
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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.
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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
- Engage with clients and solicit feedback on NPS Prism's 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 daytoday 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:
- With Commercial leadership, develop the go to mar
