Helpdesk / Tech Support

7 days ago

Cape Town, Western Cape, South Africa Mindmatch Consulting Full time

Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world's leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.

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.

What will you be doing?

The Senior Account Executive (SAE) works closely with the Account Manager in managing the overall client relationship as well the day to day running of their accounts. The SAE is constantly looking for opportunities to add value to the client/s' business through the data that we provide and is seen as a trusted advisor. Internally, the SAE builds strong relationships within the organisation, is extremely agile, able to juggle multiple work streams, whilst supporting the more junior members of the team.

Job Responsibilities
  • Manage client relationships by maintaining a professional working relationship with key client contacts and is always an ambassador for the Circana brand.
  • Is proficient in all Circana solutions and spots opportunities where these can add value.
  • Drives awareness of relevant solutions across the client organisation.
  • Manages the presentation briefing process with clients - able to extract briefs from client at various levels of seniority and is able manage expectations around deadlines and scope of work.
  • Leads, participates, and manages storyboarding sessions internally.
  • Guides the development of the presentation by scheduling regular touch bases with various team members, thereby ensuring the quality of output is consistent and on brief.
  • Mentor and develops the analytics skills of the more junior members of the team in a constructive manner.
  • Provides relevant stimulus from external sources to broaden the knowledge of the team and add value to presentations.
  • Manages the presentation delivery process with client – finalise check-in, manage diaries, ensures rooms and equipment is booked.
  • Presents confidently and engages in meaningful discussions with clients at various levels of seniority during the presentations – able to handle both strategic and tactical discussions as required.
  • Deals with follow-up requests on past presentations and ensures that these are delivered to clients.
  • Manages the monthly/quarterly delivery process – ensuring that the databases and reports are accurate and delivered on time the data delivery process with the necessary internal stakeholders through clear communication to resolve issues and supporting juniors when needed.
  • Build strong relationships with internal stakeholders.
Measures of Success
  • Revenue retention on accounts.
  • Client Satisfaction CSAT.
  • Contract expansions/incremental revenue generation.
  • On time and correct deliverables.
  • Thought Leadership creation.
  • Technology adoption in client portfolio.
  • Achievement of Balanced Score card objectives.
  • Complete the training program and panel process within the first 4 months of employment if entering at this level.
Requirements
  • Tertiary Education with 4-6 years working experience.
  • Demonstrate an innate interest in market research and data driven decision making.
  • Enjoys both the analysis and delivery of client presentations.
  • High level of attention to detail.
  • High level of technology proficiency.

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors 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.
Location

This position can be located in the following area(s): Cape Town, South Africa.

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