Client Success Director (AI)

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. 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.

What will you be doing?

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. Therefore, we always look for people who can continuously champion these behaviour's throughout the business within their day-to-day role:

• 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

#LI-REMOTE