Client Success Director (AI)

Circana Careers; Bracknell; On-site; GBP 55,000 - 75,000; Full time

Job summary

A global data analytics firm in Bracknell is seeking a committed individual to enhance user experience during client deployments. The role involves resolving user issues, coaching teams, and ensuring product support. A minimum of 7 years' experience in client support for data analytics and familiarity with Circana tools is required. This is a full-time position offering a dynamic work environment with a focus on continuous improvement.

Qualifications

• Familiarity with Circana tools including Unify model/report building.
• Background in product or client support operations.
• Experience using tools like Jira and Confluence.

Responsibilities

• Support the ongoing success of Emiri client deployments.
• Identify and resolve user feedback issues.
• Coach teams on Liquid AI configuration and functionality.
• Communicate guidance and resolutions clearly.
• Test enhancements or fixes prior to release.

Skills

Analytical and problem-solving skills

Strong organizational skills

Strong communication abilities

Tech-curious mindset

Experience in client support for data analytics

Tools

Jira

Confluence

Job description

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.

What will you be doing

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.

Job 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

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

Circana Behaviours

• 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

Required Experience :

Director

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time Experience : years Vacancy : 1