Manager, Customer Success (SA&I Line & Price)

Job Summary

As a Manager, Customer Success, you will be the day-to-day client partner and analyst coach, ensuring deliverables address key business questions and result in strong client satisfaction. You confidently manage data, and you care about finding answers for your clients. You constantly seek to learn new things and lean into new capabilities. Change excites you. Curiosity, communication, and critical thinking drive your work.

Location Type: Remote Employment Type: Full-time

Responsibilities

• Oversees and reviews end-to-end execution, provides support as necessary
• Reviews all inputs and deliverables, ensuring project specifications are represented accurately with >95% client readiness
• Provides clear, timely feedback on drafted material
• Ensures final materials are error-proof and aligned to project objectives
• Owns complex SKU List updates, manages client alignment, and ensures final iteration meets study objectives
• Reviews calibration trends, recommendations, and rationale; determines adjustments with minimal DIR support
• Is able to write or review a report to >95% completion (100% for simple study designs): storytelling, including agreed structure and business question solutions with actionable client recommendations
• Knows L&P study processes and supports execution prioritization as necessary
• Provides support as needed to Analysts/Senior Analysts with L&P tool utilization
• Ensures project timelines are set with reasonable execution expectations + ensures deadlines are met
• Has ideas on how to handle and prevent issues in the future related to study execution; recommends solutions for midstream issues

Client Leadership (~10-15%)

• Effectively leads client meetings with appropriate support, and reviews/synthesizes action steps at meeting conclusion
• Establishes oneself as a trusted consultant for Line & Price projects (acts as Single Point Of Contact)
• Leads client presentations; communicates clearly, concisely and professionally with clients on project-related issues
• Can deepen client and category knowledge for specific projects
• Able to consult, as needed, with ADs and/or clients on basic study designs and service suitability related to L&P work including knowledge and consulting on study scoping considerations
• Drives client satisfaction by providing insights and actionable recommendations during presentations

Team Leadership (~10-15%)

• Participates in training, thought leadership and/or task forces
• Coaches analysts, meeting weekly and providing feedback/completing the feedback form on at least 75% of projects.
• Drafts PPR for aligned analyst with senior support & attends analyst PPR conversation
• Contributes to BASES Culture (recognizes colleagues, participates in learning activities, etc)
• Tracks time in Project Ops (100% on-time submission of time cards each week)

Qualifications

• Bachelor's degree required
• 4+ years of relevant experience in marketing, research, consulting or revenue management field
• Excellent oral/written communication skills
• Strong organizational, project management skills
• Capable to maintain positive client relationships in complex situations & resolve client issues
• High level attention to detail
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) required
• BI Tools (Power Bi, Tableau) preferred

US Benefits

• Comprehensive healthcare plan (medical, Rx, dental and vision).
• Flexible spending accounts and Health Savings Account (including company contributions).
• Life and AD&D insurance.
• 401(k) retirement plan including company matching contributions.
• Disability insurance.
• Tuition Reimbursement.
• Discretionary paid time off program and 11 paid holidays.

Additional Information

This role has a market-competitive salary with an anticipated base compensation of the f