Director, Client Service / Technical Customer Support

Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. The Director, Client Service / Technical Customer Support role is focused on service excellence, maintaining a deep understanding of customer needs, and leading a team to drive positive results.

Responsibilities:

• Demonstrate technical leadership by managing end-to-end process of content delivery
• Effectively synthesizes content written and verbally
• Proactively manages communication and expectations with team members, clients and cross functional teams
• Provide on-going support and expertise for CIRCANA solutions, data questions, story building, and troubleshooting
• Provide coaching and feedback to team members to aid in development
• Work closely with functional teams (e.g. Product Management, Technical Support, Sales) to ensure customer needs are being prioritized and addressed appropriately
• Collaborates with virtual and diverse teams (i.e. offshore and onshore)
• Exhibits humility and curiosity with team members to drive engagement
• Provides escalation support for internal client teams and delivers executive communications
• Drives transformation for clients, focusing on change management aspect to ensure smooth transitions
• Accountable for ensuring all change events and client deliverables are on time and accurate
• Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives
• Strives to break down barriers internally to drive increased performance and efficiency

Requirements:

• BA/BS Degree
• 5 or more years of relevant experience
• Strong leadership skills; must be able to effectively lead internal teams (both local and remote), be approachable, and inspire trust
• Outstanding verbal and written communication skills and professional etiquette
• Ability to work in a fast-paced environment, be flexible and welcoming to change
• Prompt decision-maker and creative thinker, with excellent problem-solving skills, with a positive attitude
• Demonstrate strong work ethic with calmness and composure in times of uncertainty
• Keen operational skills; ability to recognize the opportunity for process improvement/standardization
• Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance
• Proven technical abilities; experience using Excel, data management tools
• Demonstrated expertise in translating data and analysis into relevant implications
• Experience working in a consultative manner with clients
• Skilled at developing relationships with clients and cross-functional teams to become a trusted and value-added business partner
• Successful experience delivering data and technical training for enablement of clients