At a Glance
- Tasks: Support client success by resolving issues and enhancing user experience with innovative AI tools.
- Company: Join Circana, a diverse and inclusive company that values continuous learning and growth.
- Benefits: Flexible work environment, competitive salary, and opportunities for personal and professional development.
- Other info: Collaborative culture focused on celebrating successes and driving continuous improvement.
- Why this job: Make a real impact by bridging product support and user experience in a tech-driven role.
- Qualifications: 7+ years in client support, strong analytical skills, and familiarity with AI tools.
The predicted salary is between 60000 - 80000 £ per year.
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.
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
As well as the technical skills, experience and attributes that are required for the role, our shared behaviours sit at the core of our organization.
Client Success Director in London employer: Circana
Circana is an exceptional employer that champions a culture of inclusivity, continuous learning, and personal growth. With a commitment to celebrating diverse perspectives, employees thrive in a flexible environment that values their unique contributions. As a certified Great Place To Work®, Circana offers meaningful opportunities for professional development while fostering strong relationships with clients and colleagues alike, making it an ideal choice for those seeking a rewarding career in the FMCG/CPG sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Circana. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Circana before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Circana:Your cover letter is your chance to shine! Tell us why you want to work at Circana specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Circana!
How to prepare for a job interview at Circana
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
