NPS Prism

Position Title: Manager, Client Insights and Strategy Delivery (This role is Work From Home and based in India only)

Company Profile:

NPS Prism is a market-leading, cloud-based SaaS business owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS®, and on every step of the customer journey.

With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.

Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.

Position Summary:

NPS Prism has experienced tremendous growth as a standalone software and data business over the past few years and is making the leap from being a consulting-led business to a technology-led business. Given that shift, we are looking to build our team with world-class team members to help drive business growth to its full potential in this next phase. This is a great opportunity to help build the largest startup owned by Bain & Company and take NPS Prism into the future.

You will join the client-facing team serving APAC clients, based in India, and work with a Senior Manager. Most of your time will go to client work. You will also work with the Senior Director for APAC Client Engagement, Bain leaders and practice teams, and our Product and Operations teams to grow the business and improve the product.

Key Responsibilities:  

The Client Engagement Manager leads insight delivery for existing NPS Prism clients, partnering with the Senior Manager and supported by the rest of the Client Engagement and Operations teams.

For each client, you will work through market and company results and trends from NPS Prism to show how they compare with competitors, where the gaps are and where to invest to win. You will build the storyline and materials, and present them to client teams and senior executives.

You will also support business development across APAC. The role needs strong problem solving and story lining, and the presence and communication to lead conversations with senior client stakeholders, in person and in writing.

Craft the insights, storylines and thought leadership, and present them to senior clients

Build the materials for readouts, executive committee meetings and clients' own strategic questions, with custom analyses where needed

Help senior client executives and Bain leaders share the insights across the client's organization

Hold every deliverable to a high standard of accuracy and detail

Own the client relationship

Be the day-to-day point of contact for a portfolio of clients, on their business questions, use of NPS Prism and best practice

Onboard and train client teams so they get full value from the product

Own each account plan, flag renewal risks and growth opportunities early, and keep a multi-year roadmap with Bain leaders

Lead the workstream and the team

Plan and lead each client workstream end to end, including workplans, contracting and coordination with Product and Operations

Coach and manage junior team members as the team grows, and manage upwards and downwards to keep work on track

Bring client feedback to the Product team to improve the platform

Help build AI-assisted ways of producing insights and client materials, an area where the team is investing

Business and client development

Develop new business across APAC, directly and with Bain leaders and practice teams, from prospect conversations and demos to trials and proposals

Shape the selling story for new markets and prospects

Work with our marketing team on outreach and published content for APAC

Required Qualifications, Experience & Skills

You will work directly with senior executives at large companies across APAC, on insights that shape their customer priorities. You will have real autonomy and ownership, and hands-on experience helping build a growing business.

Qualifications:

Education:

MBA

Experience:

Minimum 5 to maximum 8 years of full-time work experience with 3+ years in consulting or a similar client-facing role

Skills:

A confident communicator with strong executive presence and excellent English, able to present to and lead conversations with senior client stakeholders
Strong problem solving, with experience turning data into clear insights and storylines

High ownership: works independently, takes initiative and stays on top of several workstreams and teams at once

Client-focused, and effective at managing upwards, downwards and across functions

Comfortable using AI tools in day-to-day work

Preferred Skills:

Experience in consultative selling

Working knowledge of quantitative and qualitative research

Manager, Client Insights and Strategy Delivery

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