Manager, Client Insights and Strategy Delivery

NPS Prism  

Position Title: Manager, Client Engagement  

Company Profile:  

NPS Prism is a market-leading, cloud-based SaaS business owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS®, and on every step of the customer journey.  

With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.  

Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.  

Position Summary:  

NPS Prism has experienced tremendous growth as a standalone software and data business over the past few years and is making the leap from being a consulting-led business to a technology-led business. Given that shift, we are looking to build our team with world-class team members to help drive business growth to its full potential in this next phase. This is a great opportunity to help build the largest startup owned by Bain & Company and take NPS Prism into the future.   

You will join the client-facing team serving APAC clients, based in India, and work with a Senior Manager. Most of your time will go to client work. You will also work with the Senior Director for APAC Client Engagement, Bain leaders and practice teams, and our Product and Operations teams to grow the business and improve the product.  

Key Responsibilities:    

The Client Engagement Manager leads insight delivery for existing NPS Prism clients, partnering with the Senior Manager and supported by the rest of the Client Engagement and Operations teams.  

For each client, you will work through market and company results and trends from NPS Prism to show how they compare with competitors, where the gaps are and where to invest to win. You will build the storyline and materials, and present them to client teams and senior executives.  

You will also support business development across APAC. The role needs strong problem solving and story lining, and the presence and communication to lead conversations with senior client stakeholders, in person and in writing.  

Craft the insights, storylines and thought leadership, and present them to senior clients  

• Build the materials for readouts, executive committee meetings and clients' own strategic questions, with custom analyses where needed  

• Help senior client executives and Bain leaders share the insights across the client's organization  

• Hold every deliverable to a high standard of accuracy and detail  

Own the client relationship  

• Be the day-to-day point of contact for a portfolio of clients, on their business questions, use of NPS Prism and best practice  

• Onboard and train client teams so they get full value from the product  

• Own each account plan, flag renewal risks and growth opportunities early, and keep a multi-year roadmap with Bain leaders  

Lead the workstream and the team  

• Plan and lead each client workstream end to end, including workplans, contracting and coordination with Product and Operations  

• Coach and manage junior team members as the team grows, and manage upwards and downwards to keep work on track  

• Bring client feedback to the Product team to improve the platform  

• Help build AI-assisted ways of producing insights and client materials, an area where the team is investing  

Business and client development  

• Develop new business across APAC, directly and with Bain leaders and practice teams, from prospect conversations and demos to trials and proposals  

• Shape the selling story for new markets and prospects  

• Work with our marketing team on outreach and published content for APAC  

Required Qualifications, Experience & Skills    

You will work directly with senior executives at large companies across APAC, on insights that shape their customer priorities. You will have real autonomy and ownership, and hands-on experience helping build a growing business.  

Qualifications:  

Education:  

• MBA 

Experience:  

• Minimum 5 to maximum 8 years of full-time work experience with 3+ years in consulting or a similar client-facing role  

​​​​​​​Skills:  

• A confident communicator with strong executive presence and excellent English, able to present to and lead conversations with senior client stakeholders  

• Strong problem solving, with experience turning data into clear insights and storylines  

• High ownership: works independently, takes initiative and stays on top of several workstreams and teams at once  

• Client-focused, and effective at managing upwards, downwards and across functions  

• Comfortable using AI tools in day-to-day work  

Preferred Skills:  

• Experience in consultative selling  

• Working knowledge of quantitative and qualitative research