Client Engagement Senior Manager

Hybrid position (2 days per week) based in São Paulo.
Please submit your resume in English.
NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform 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.  

Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. While NPS Prism is its own company, 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 are 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 professionally and personally.  
 

WHAT YOU’LL DO  
As the Client Engagement Senior Manager for Brazil, you will play a pivotal role in managing strategic client relationships, shaping account strategies, and helping clients turn rich customer experience data into business impact.
You’ll act as a trusted advisor, guiding some of the most influential companies in the region on how to apply Prism’s insights into their CX transformation journeys. This is an opportunity to work at the intersection of market research, client strategy, and commercial growth, partnering with global teams and leading a high-performing group of specialists.
Your key responsibilities will include:   

• Lead multiple strategic client relationships for NPS Prism and own all day-to-day aspects of client management 

• Act as the main point of contact for Prism clients, building trusted relationships and driving long-term success 

• Set the strategy for each account: manage strategic account plans, pursue growth opportunities, and maintain multi-year roadmaps 

• Deliver thought leadership and actionable customer experience (CX) insights powered by Prism 
  • Engage clients with strategic discussions on business challenges and best practices 
  • Help clients embed Prism insights into their organization to drive CX transformation 
  • Collect and share client feedback to help shape product evolution 
  • Collaborate with Bain case teams where relevant to align on broader client strategies 
• Manage the day-to-day of client engagements 
  • Oversee all operational details including contracts, project plans, and coordination with Product and Ops teams 

• Lead sales strategy and commercialization efforts for priority prospects and accounts 

  • Partner with Commercial leadership to define go-to-market plans and storytelling for Brazil 
  • Shape and execute account vision, commercial priorities, and market positioning 

• Own the sales process end-to-end 

  • Lead sales conversations and product demos with multiple client stakeholders 
  • Facilitate Prism demos discussions with multiple stakeholders in the client’s organization as a part of the selling process
  • Be the main contact for all product-related information during the sales process 

• Lead a team of specialists 

  • Guide the execution of analyses, insights, and presentations
  • Develop and coach team members for professional growth 

ABOUT YOU  

Required 

• 8+ years of experience in consulting, customer insights, market intelligence, market research or account management/sales in a data or SaaS business 
• Fluency in English is required 
• Proven experience working with C-level and senior executives at large companies 
• Track record of successfully managing and growing senior client relationships 
• Experience managing and developing teams — you’ve led people directly and know how to coach, support, and grow talent 
• Outstanding client service skills — responsive, thoughtful, proactive, and detail-oriented 
• Passion for customer experience, loyalty metrics, and using data to drive business results 
• Entrepreneurial mindset — you’re a self-starter who thrives in fast-moving, evolving environments 
• Excellent communication and presentation skills — confident in engaging both clients and internal teams 
• Strategic thinker and collaborative leader — able to connect business needs to CX impact and bring people with you 
• Strong project management and organizational skills — able to juggle multiple priorities and keep things moving 
• Comfortable with both quantitative and qualitative research — skilled at interpreting and presenting data-driven insights