DIR, Client Service / Technical Customer Support

Circana

23h•Remote

About The Position

The Client Service Retail Costco Director position resides within Operations and is part of the Retail Client Service Team within the Big Box account portfolio. This is a multi-faceted role responsible for service excellence and maintaining a deep understanding of customer needs and requirements. This is a people-centric leadership role focused on developing trust, providing coaching, and maximizing the talent of their team. This leader will be accountable for executional excellence of their team members and driving positive results for Costco. Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data® platform help clients measure market share, uncover consumer behavior, and drive growth—powered by six decades of expertise and an expansive, high-quality data set. 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’re a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our 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.

Requirements

BA/BS Degree or 3-5 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.

Nice To Haves

Stay Curious: Being hungry to learn and grow, always asking the big questions.
Seek Clarity: Embracing complexity to create clarity and inspire action.
Own the Outcome: Being accountable for decisions and taking ownership of our choices.
Center on the Client: Relentlessly adding value for our customers.
Be a Challenger: Never complacent, always striving for continuous improvement.
Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
Commit to each other: Contributing to making Circana a great place to work for everyone.

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, 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.