Director, Client Success Knowledge Management / Business Intelligence

Concentrix; United Kingdom; Remote; GBP 80,000 - 120,000; Full time

Job summary

Concentrix seeks a Director of Client Success to enhance knowledge management and drive business intelligence initiatives. The role demands extensive experience in knowledge management and proven leadership in data analysis, with responsibilities spanning from strategy development to cross-functional collaboration. This position offers an opportunity to lead transformative projects, with a commitment to fostering client satisfaction and performance.

Qualifications

• Extensive experience in knowledge management and business intelligence.
• Proven track record in developing and implementing business intelligence strategies.
• Experience in establishing governance structures within an organization.

Responsibilities

• Develop a comprehensive global client knowledge management strategy.
• Conduct business intelligence analysis and extract key findings.
• Establish operational guidelines and governance frameworks.

Skills

Data analysis

Leadership

Strategic planning

Collaboration

Communication

Analytical skills

Market analysis

Job description

Job Title:

Director, Client Success Knowledge Management / Business Intelligence

Job Description

We're Concentrix. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. Join us and be part of this journey towards greater opportunities and brighter futures.

We are looking for a dynamic Director to lead our Knowledge Management strategy and Client Success Business Intelligence initiatives. This pivotal role will be responsible for establishing a comprehensive knowledge management framework and leveraging data insights to improve client engagement, satisfaction, and overall business performance

What you will do in this role

• Build a Business Intelligence strategy and a Knowledge Management governance
  • Develop a Comprehensive Global Client Knowledge Management Strategy - establish clear standards for the collection and reporting of client insights (e.g., E2E Assessment, Customer Mappin Journey, etc.)
  • Explore current methods use by other SL (Catalyst, GPO) to capture information
  • Establish Operational Guidelines: Define clear guidelines and rules to standardize practices and ensure consistency in insight collection.
  • Implement Governance Structures: Collaborate with Innovation teams to establish a governance framework and schedule recurring meetings to facilitate ongoing communication and collaboration
    
• Build and Maintain One Client Success Business Consulting Repository
  • Conduct a quick assessment of what does exist today
  • Define the Contents and Structure of the Repository: determine the types of data and documents to be stored in the repository, such as client insights, project reports, best practices, or industry research; and establish a logical / hierarchical structure to organize the content intuitively (Info categorization, Compliance and Standards, Naming Conventions, etc.)
  • Determine Hosting Solutions by collaborating with the IT department and design Information Management Protocols
  • Work with IT and legal to establish protocols for managing and monitoring different types of information, particularly sensitive data. This may include classification of data (confidential, sensitive, and public information), Monitoring Tools
  • Determine Access Permissions / User roles (Administrators / Contributors / Viewers) and establish clear guidelines on who can access the repository and what permissions they have (view, edit, download, upload, etc.).
  • Implement Security Measures for accessing data / insights (encryption, secure login procedures, and frequent security audits to protect against unauthorized access)
  • Conduct Regular Training and Awareness
  • Promote and maintain the Repository with awareness campaign (comm strategy to encourage users to utilize it effectively)
  • Establish a routine for regular updates to the repository, ensuring it remains current and accurate
    
• Conduct Business Intelligence analysis
  • Identify and list all analyses that can be conducted based on available information (e.g., geo analysis, market analyses, etc.)
  • Define sequencing of those analyses, document it (incl. data definition) and validate with Leadership team
  • Extract Key findings from the data collected on the One Repository, and extract the "So What" of the information
  • List all analyses being done on the markets (select topics to be addressed)
  • Corroborate CS data analyses with current trends on the market
  • Define which insights could be used as part of Sales pitches / RFP working alongside AM/Marketing

Your qualifications

• Experience:
  • Extensive experience in knowledge management and business intelligence.
  • Proven track record in developing and implementing business intelligence strategies.
  • Experience in establishing governance structures within an organization.
  • Prior experience in client success and engagement roles.
    
• Technical Skills:
  • Proficiency in data analysis tools and techniques.
  • Knowledge of information management protocols and data security measures.
  • Familiarity with data hosting solutions and IT infrastructure.
    
• Strategic Planning and Implementation:
  • Ability to build and maintain a comprehensive knowledge management strategy.
  • Experience in defining operational guidelines and governance frameworks.
  • Capability to conduct assessments and define repository structures.
    
• Leadership and Collaboration:
  • Strong leadership skills to guide cross-functional teams.
  • Experience in collaborating with IT, legal, and innovation teams.
  • Ability to lead training sessions and awareness campaigns.
    
• Communication and Analytical Skills:
  • Excellent communication skills for promoting knowledge management initiatives.
  • Strong analytical skills for conducting business intelligence analysis.
  • Ability to extract and present key findings from complex data sets.
    
• Security and Compliance:
  • Knowledge of data classification, access permissions, and security measures.
  • Experience in conducting security audits and ensuring compliance with data protection standards.
    
• Market and Trend Analysis:
  • Ability to conduct market analyses and corroborate client success data with market trends.
  • Experience in utilizing insights for sales pitches and RFPs.

Power the best version of you!

At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive.

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Location:

UK, Work at Home, GB

Language Requirements:

Time Type:

Full time

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