Director, Client Service – Technical Customer Support
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Job Description
Client service director leading technical support, data delivery, and client transformation for Circana’s CPG and retail customers. Coaching teams and driving accurate, timely execution for Amazon’s account portfolio.
Responsibilities:
- Manage end-to-end process of content delivery
- Synthesize content written and verbally
- Manage communication and expectations with team members, clients, and cross-functional teams
- Provide ongoing support and expertise for Circana solutions, data questions, story building, and troubleshooting
- Coach and provide feedback to team members
- Collaborate with Product Management, Technical Support, Sales, and other functional teams
- Collaborate with virtual, offshore, onshore, and diverse teams
- Provide escalation support for internal client teams
- Deliver executive communications
- Drive client transformation and change management to ensure smooth transitions
- Ensure change events and client deliverables are on time and accurate
- Establish and maintain scorecard metrics and measure progress against quality initiatives
- Break down internal barriers to improve performance and efficiency
- Drive service excellence and positive results for Amazon
Requirements:
- BA/BS degree
- 5 or more years of relevant experience
- Strong leadership skills and ability to lead local and remote internal teams
- Outstanding verbal and written communication skills and professional etiquette
- Ability to work in a fast-paced environment and adapt to change
- Prompt decision-making and creative problem-solving skills
- Strong work ethic, calmness, and composure during uncertainty
- Keen operational skills and ability to identify process improvement and standardization opportunities
- Expertise managing and enforcing processes, improvement initiatives, and compliance
- Technical abilities, including experience using Excel and data management tools
- Expertise translating data and analysis into relevant implications
- Experience working consultatively with clients
- Ability to develop trusted relationships with clients and cross-functional teams
- Experience delivering data and technical training for client enablement
- Ability to work effectively with virtual, offshore, onshore, and diverse teams
Benefits:
- Flexible and accommodating environment for work and personal lives
- Paid time off
- Medical, dental, and vision insurance
- 401(k)
- Bonus/incentive pay eligibility
- Reasonable accommodation for applicants with disabilities
- Background check and candidate privacy protections
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