Director, Client Service / Technical Customer Support

Director, Client Service / Technical Customer Support Let’s be unstoppable together! 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. Role Overview The Client Service Retail 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 Amazon. 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 functional teams (e.g. Product Management, Technical 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 Degree 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. Circana Behaviors Beyond technical skills, experience, and role-specific attributes, these shared behaviors are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviors in their daily work: 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, United States 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 $102,000 to $122,000 USD. This job is also eligible for bonus/incentive 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. This role is subject to AI-assisted screening. Circana uses artificial intelligence (AI) to assess resumes for alignment with job requirements by helping locate details in resumes that relate to the job description. This position is expected to remain open for approximately 30 days and may close earlier if sufficient qualified candidates are identified. #LI-CA1