Bain & Company Inc

  • Bain Media Lab Client Success Manager

    Job Location US-NY-New York
    Job ID
    2019-3805
    Posted Date
    9/11/2019
    Category
    Bain Media Lab
    Type
    Regular Full-Time
    Location : Location
    US-NY-New York
  • Bain Media Lab

    Bain Media Lab (BML) is a business focused on digital products and related services addressing marketing and media use cases. Our launch product, Mensio, was developed in partnership with AI pioneer Hive and focuses on the TV analytics space, bringing buyers and sellers of TV advertising and sponsorships enhanced competitive intelligence, actionable insights, and measurement and attribution. Mensio by Bain Media Lab includes a self-service, cloud-based platform and custom research services that provides clients with unprecedented level of insight.

     

    Bain Media Lab was born out of Bain Innovation Exchange (BIE), part of Bain’s Digital Practice, created to meet the increasing demand for accelerated innovation in a fast-changing digital environment. BIE helps accelerate and position clients’ innovation efforts for success by supporting, piloting, scaling, or launching of new business ventures whether organically or through startup partnerships.

    Job Description

    BML’s Client Success Manager (CSM) will be in charge of adoption, retention, expansion, and advocacy for our enterprise customers. In sum, you’ll be in charge of delivering massive value to our most strategic partners. On a day-to-day basis, you will manage communications and work in tight partnership with our clients to onboard, facilitate, and accelerate their usage and adoption of our product. You will also engage with the client’s organization and work cross-functionally within Bain to identify opportunities and risks, and present recommendations and solutions. You will also support Bain case teams that are leveraging BML on behalf of their clients.

     

    Responsibilities

    Ensure long term success with customers

    • Work closely with BML customers to provide onboarding, education, and documentation to drive long term customer success and value
    • Work through 1st party data integrations where applicable
    • Recommend best practice use cases of BML, based on a deep understanding of client’s business, use cases, and success criteria for getting value
    • Develop Quarterly Business Reviews
    • Personally quarterback any flagged issues with prompt escalation and a solution-oriented mindset
    • Keep an eye out on product improvements and user experience, giving necessary feedback to product teams

    Documentation

    • Produce internal best practices and customer user stories to strengthen implementation process
    • Help build for scale, with surveys, NPS, and automated emails.

    Relationship

    • As BML’s day-to-day touch point with the client, develop and maintain a close relationship with the client’s team, with a guiding light towards customer advocacy

    Collaborate

    • Support and advise Bain teams on client success, best practices, and case studies
    • Support new product development, providing thought leadership in shaping the set of new offerings
    • Collaborate with our 3rd party partners to address client needs

    • BA/BS Degree
    • 5+ years of experience in customer success, account management, or management consulting with experience managing multiple clients and points of contact
    • Media and advertising experience with a deep understanding of TV and/or digital media
    • Strong proficiency in developing reports, quarterly business reviews, onboarding and training
    • Excellent communication skills via oral and written formats; PowerPoint and Excel skills are a must
    • Passion for customer success and excellence – always keeping in mind customer lifetime value
    • Creative, practical strategist, innovative/ entrepreneurial mindset
    • Ability to interface with senior executives
    • Strong problem solving and analytical abilities
    • Attention to detail with the ability to prioritize and stay organized within a fast growing start-up environment
    • Willingness to travel to client sites
    • Experience managing and growing enterprise level agreements a plus

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