Client Success Director (AI)

Circana Careers

3d•Remote

About The Position

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at www.circana.com . We are seeking a user-focused, detail-oriented, resourceful individual to support the ongoing success of Emiri client deployments. This role bridges product support, user experience, and development by investigating issues, coordinating resolutions, coaching commercial teams, and managing communication between users, client service teams, and product development.

Requirements

Familiarity with Circana tools, including Unify+, model/report building, and ideally Emiri
Background in product or client support, operations, or troubleshooting technical issues, ideally with a focus on data-driven AI tools
Analytical and problem-solving skills, with the ability to investigate user reports, logs, and system behaviour to identify root causes
Strong organizational skills to support multiple client deployments and maintain flawless on-time delivery and service levels
Strong communication abilities, especially in simplifying technical concepts for non-technical users and collaborating across teams
Tech-curious mindset, comfortable learning prompt engineering and system behaviour, with a process-driven approach to managing issues, QA, and feedback loops
Familiarity with AI systems, natural language processing tools, or machine learning products
Experience using tools like Jira, Confluence, or similar issue tracking and documentation systems
7+ years of experience in client support for data analytics and reporting

Nice To Haves

Circana Behaviours: Stay Curious, Seek Clarity, Own the Outcome, Center on the Client, Be a Challenger, Champion Inclusivity, Commit to each other

Responsibilities

Apply a voice of customer lens to user feedback and issues to surface enhancement opportunities and influence the product roadmap
Own issue root cause identification and resolution to triage root causes between feature enhancements, system bugs, and user education
Coach commercial teams on the configuration and functionality of Liquid AI; support key client meetings and demos
Support setup, configuration, and QA of client models
Drive continuous improvement of support processes, tools and user education materials
Clearly communicate guidance and resolutions to users or internal teams
Test new enhancements or fixes prior to release to ensure quality and expected behaviour
Prepare concise write-ups of confirmed bugs or feature requests for the development team