Client Engagement, Insights Manager

NPS Prism·Remote(United States)
Other
Excel

WFA Digital Insight

The demand for customer experience specialists has skyrocketed, with over 70% of companies now prioritizing CX as a key differentiator. NPS Prism, a market-leading SaaS business, is at the forefront of this trend. As a Client Engagement, Insights Manager, you'll have the opportunity to work with a cutting-edge platform and collaborate with top brands to drive CX improvement. With expertise in Excel and a background in customer experience, you'll be well-positioned to succeed in this role. Before applying, consider how your skills align with the company's focus on data-driven insights and strategic growth.

Job Description

About the Role

The Client Engagement, Insights Manager role at NPS Prism is a unique opportunity to work with a market-leading SaaS business that provides actionable insights and analysis to guide the creation of game-changing customer experiences. As a key member of the team, you'll be responsible for building and nurturing positive client relationships, working closely with customer stakeholders to assist them in effectively utilizing the NPS Prism platform and insights. You'll thrive in a fast-paced, dynamic environment on the leading edge of strategy, big data, and customer experience insights.

The Client Engagement, Insights Manager will own the strategic relationship with NPS Prism clients, ensuring that they realize the full strategic insights and value of the Prism tool to drive CX improvement throughout their organization. You'll deliver client excellence through new CX industry insights powered by Prism and execute day-to-day delivery in a high-quality, detail-oriented manner.

NPS Prism is a company that values diversity, inclusion, and collaboration, and as a member of the team, you'll be part of a culture that prioritizes exceptional talent, abilities, and potential. You'll have the opportunity to work with a team of over 200 professionals serving dozens of clients around the world.

What You Will Do

  • Lead multiple strategic client relationships for NPS Prism and own all day-to-day aspects of client management
  • Develop, manage, and grow key client relationships, forming close partnerships with senior marketers, business leaders, and consumer insights professionals
  • Create and engage clients on CX thought leadership driven by Prism
  • Deliver thought leadership, customer experience (CX) insights to clients powered by Prism
  • Support clients in socializing and embedding the Prism tool to drive action-oriented CX change and improvement
  • Act as a dedicated resource to clients to discuss business challenges, activation of the Prism subscription, and best practices
  • Advise client day-to-day leads in socializing insights from NPS Prism and from customer experience results within the client’s own organizations
  • Engage with clients and solicit feedback on Prism product to better support their needs
  • Collaborate with the Prism team leadership to set the strategy for the account
  • Manage strategic account plans by pursuing revenue growth opportunities and developing tactical plans to grow presence

What We Are Looking For

  • 3+ years of experience in client management, customer experience, or a related field
  • Proven track record of building and maintaining strong client relationships
  • Excellent communication, presentation, and interpersonal skills
  • Ability to thrive in a fast-paced, dynamic environment
  • Strong analytical and problem-solving skills
  • Experience with data analysis and interpretation, particularly with Excel
  • Knowledge of customer experience principles and strategies
  • Experience working with cross-functional teams, including sales, marketing, and product
  • Strong business acumen and understanding of market trends

Nice to Have

  • Experience working with SaaS platforms or similar technology
  • Familiarity with customer experience metrics and benchmarks
  • Certification in customer experience or a related field
  • Experience working in a remote or distributed team environment

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a market-leading SaaS business
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities
  • Flexible working hours and remote work options
  • Access to cutting-edge technology and tools
  • Comprehensive health and wellness benefits
  • Generous paid time off and holiday policy

How to Stand Out

  • Develop a strong portfolio of client management and customer experience projects to showcase your skills and experience.
  • Be prepared to discuss your experience with data analysis and interpretation, particularly with Excel.
  • Highlight your ability to build and maintain strong client relationships and communicate complex ideas effectively.
  • Research NPS Prism's platform and services to understand their unique value proposition and how you can contribute to their mission.
  • Practice your presentation and interpersonal skills to ensure you can effectively engage with clients and stakeholders.
  • Be prepared to discuss your experience working in a fast-paced, dynamic environment and how you handle ambiguity and change.

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