WHAT YOU’LL DO Lead multiple strategic client relationships for NPS Prism and own all day to day aspects of client management Own the client relationship for NPS Prism Work 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 including creating and maintaining a multi-year roadmap. In collaboration with Bain partners, constantly fine-tune/adapt that roadmap based on new learnings / commercial opportunities 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 Advise client day to day leads and Bain partners/teams 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 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 day-to-day details of client engagements, including contracting, project plans, and external and internal coordination with the Prism product development and operations teams. Answer all client questions and actively resolve issues, engaging the broader Prism team and Bain Partners as needed Analyze Prism data to drive to client answers Monitor and proactively ensure client engagement
Manage sales strategy and commercialization efforts for prioritized prospects and clients, including:
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 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 Run the selling process from start to finish with supporting Bain Partners in selling the instrument and engaging prospective clients Facilitating Prism demos discussions with multiple stakeholders in the client’s organization as a part of the selling process Be the main contact for providing product information and demos to prospective clients Create dynamic and engaging presentations, analyzing insights and Prism data to bring the value of Prism to life for our clients
Required Bachelor’s degree 4+ years of experience in consulting, customer insights, or account management and sales in a data business English and Spanish language ability; Portuguese language ability preferred Experience as a client service professional engaging C –suite members and senior executives of F1000 companies. Successful track record of managing and growing senior client relationships Outstanding client service skills: responsive, proactive, empathetic and detail-oriented 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 communications 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
Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 59 offices in 37 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 over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial and social equity, economic development and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.
Please submit resumes in English for full consideration; thank you!