Manager, Client Engagement London, England
Job description
WHAT MAKES US A GREAT PLACE TO WORK
We are proud to be [1] 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 [2] diversity and inclusion, women, LGBTQ and parents.
WHO YOU'LL WORK WITH
[3] NPS Prism, Bain’s proprietary data 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.
WHAT YOU'LL DO
The Client Engagement Manager will, partnered with the Sr. Manager, build compelling storylines on CX trends and performance for the industry for NPS Prism's clients. The manager will engage clients on these insights, onboard clients to the NPS Prism platform and provide ongoing support in maximizing the value of Prism within clients and support in driving and fostering sales processes (including for example supporting prospective trials, supporting proposal material development). 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 client service in the areas of developing customer experience insights and helping our clients use Prism data to answer their strategic questions, proactively managing and looking for opportunities to deepen client relationships, growing a business and bringing clients along in the onboarding process. They will be the clients’ primary point of contact, ensuring that the relationships remain strong and enduring.
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 in order to drive CX improvement throughout their organization
- Deliver client excellence through developing new CX industry insights powered by Prism, customizing for the clients when needed, and executing day-to-day delivery in a high-quality, detail oriented manner
- Drive prospective client sales processes, in collaboration with Bain Partners, to fuel the growth of the Prism business
- Contribute to the development and creation of successful client service and management and sales processes. NPS Prism is a ‘start up’ business within Bain, and we are looking for team members to help establish and build a longer-term ‘playbook’ for what success looks like
Manage the client relationship for NPS Prism
- 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. Partnering with the Sr. Engagement manager to answer client-specific strategic questions through NPS Prism data.
- 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. This may include creating customized analyses for clients to bring NPS Prism insights to life.
- Engage with clients and solicit feedback on PRISM product to better support their CX needs
- 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.
- 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
- 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
Required:
- Bachelor’s degree
- 6+ years of experience in consulting, customer insights, or account management and sales in a data business
- Experience as a client service professional engaging senior executives of F1000 companies
- Experience in creating data driven insights
- Experience in developing and producing materials for very senior client audiences
- MBA
- Successful track record of managing and growing client relationships
- Outstanding client service skills: responsive, proactive, empathetic and detail-oriented
- Background in developing data-driven insights from large data sets
- Experience in developing and executing the completion of materials that are ready to share with senior client audiences
- 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 communication 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
Bain & Company is a global consultancy that helps the world’s most ambitious change-makers define the future.
Across 65 cities in 40 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 more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a gold rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 2% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.
(new ventures)
NPS Prism Commercial
References
Visible links
1. http://www.bain.com/about/what-we-do/awards/index.aspx
2. https://www.bain.com/about/diversity-inclusion/
3. https://www.bain.com/nps-prism/?utm_term=nps%20prism&utm_campaign=NPS+Prism_US_SEM_BKWS_NPS+Prism_Hyb+~+Exact&utm_source=adwords&utm_medium=ppc&hsa_acc=5517873519&hsa_cam=13962701750&hsa_grp=128885744390&hsa_ad=534682742639&hsa_src=g&hsa_tgt=kwd-1391808704378&hsa_kw=nps%20prism&hsa_mt=e&hsa_net=adwords&hsa_ver=3&gclid=CjwKCAjwh5qLBhALEiwAioods_mniYizYlu3k96Iiw-DWw7RZnKsHD4tkTeNXIswVN14KZOjtzvk2hoCkKkQAvD_BwE
