Director, Client Service Tech

Circana, LLC.; United States; Remote; USD 89,000 - 115,000; Full time

Job summary

A leading company in market research is seeking a Director of Client Service Tech to lead service excellence and develop trust with clients. This role emphasizes leadership, communication, and executional excellence, aiming to enhance client relationships and team performance. The ideal candidate will have a strong background in managing diverse teams and driving positive results.

Benefits

Medical/Dental/Vision Insurance

401(k)

Paid Time Off

Qualifications

• 5+ years of experience in a related field.
• Strong leadership skills with people management experience.

Responsibilities

• Manage end-to-end process of content delivery.
• Provide coaching and feedback to team members.
• Drive transformation for clients focusing on change management.

Skills

Leadership

Communication

Problem Solving

Project Management

Education

BA/BS or equivalent

Tools

Excel

Data Management Tools

Job description

Let’s be unstoppable together!

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.

Let’s be unstoppable together!

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.

What will you be doing?

The Director, Client Service Tech 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 their associated clients.

Job Responsibilities

Service Leadership & Communication

• 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 cross-functional teams (e.g. Product Management, Support, Sales) to ensure customer needs are being prioritized and addressed appropriately
  
  

Leadership & Collaboration

• 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
  
  

Executional Excellence

• 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
  
  

Requirements

• BA/BS or equivalent
• 5+ years of experience in a related field
• Strong leadership skills: must be able to effectively lead internal teams (both local and remote), be approachable, and inspire trust, people managing experience needed
• 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
• Project management and firm client management needed
• Successful experience delivering data and technical training for enablement of clients
• CPG experience preferred.
• Working with POS/Panel/Retail solutions.
  
  

Circana Behaviors

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:

• 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.
  
  

Location

This position can be located in the following area(s): Remote, USA.

Prospective candidates may be asked to consent to background checks (in accordance with local legislation and our candidate privacy notice ) Your current employer will not be contacted without your permission.

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An employee’s position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. The salary range for this role is $89,000.00 to $115,000.00.

This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

An offer of employment may be conditional upon successful completion of a background check in accordance with local legislation and our candidate privacy notice. Your current employer will not be contacted without your permission. You can apply for this role through the Circana careers website or Intranet site for internal candidates. The anticipated application deadline for this position is Tuesday, May 20, 2025.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Market Research

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