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Client Insights & Strategy, Manager

June 26, 2026

ABOUT THE JOB Remote job based in the USA. WHO WE ARE & WHAT MAKE’S US A GREAT PLACE TO WORK NPS Prism is a market-leading, data-driven customer experience consulting 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. WHERE YOU’LL FIT WITHIN THE TEAM The Client Engagement Manager will build and nurture positive client relationships and work closely with customer stakeholders to assist them in effectively utilizing our platform and insights. Successful candidates will have the ability to thrive in a fast-paced, dynamic environment on the leading edge of strategy, big data, and customer experience insights. The key driver to success in this position is providing top-notch service in product knowledge, customer experience, and proactive competitive CX insights. The CEM will be the clients’ first point of contact, ensuring that the relationships remain strong and enduring. The Client Engagement Manager’s primary responsibility is to manage a portfolio of strategic clients who are leveraging NPS Prism’s benchmarking CX insights. The CEM will develop, manage and grow key client relationships, forming close partnerships with senior marketers, business leaders, and consumer insights professionals. MISSION OF THE CLIENT ENGAGEMENT MANAGER • Combine industry, CX, and analytical expertise to guide clients in establishing winning customer experience and loyalty strategies; identify levers of change and communicate required changes to senior leadership • Support Bain case teams as a CX subject matter expert as they leverage NPS Prism data in support of client and business development work • Own the strategic relationship with NPS Prism clients to ensure that they realize the full strategic insights and value of the Prism tool in order to drive CX improvement throughout their organization • Deliver client excellence through new CX industry insights powered by Prism and by executing day-to-day delivery in a high-quality, detail-oriented manner • Leverage AI tools and workflow automation to accelerate insight delivery and expand what's possible within your client portfolio • Drive prospective client sales discussions and processes, in collaboration with Bain Partners, to fuel the growth of the Prism business WHAT YOU’LL DO • Lead multiple strategic client relationships for NPS Prism and own all day-to-day aspects of client management<ul><li>Provide industry and CX expertise to support clients as the apply Prism data to solving business problems</li><li>Advocate for and communicate CX excellence across client business verticals, and demonstrate the value of customer loyalty to business outcomes </li><li>Manage and/or oversee all day-to-day details of client engagements, including contracting, project plans, and external and internal coordination with the Prism product development and operations teams.</li><li>Answer all client questions and actively resolve issues, engaging the broader Prism team and Bain Partners as needed</li><li>Analyze Prism data to drive to client answers </li></ul> • Create and engage clients and Bain case teams on CX thought leadership driven by Prism<ul><li>Create and deliver thought leadership, customer experience (CX) insights to clients and case teams powered by Prism, and support clients in socializing and embedding the Prism tool to drive action-oriented CX change and improvement</li><li>Act as a dedicated resource to clients and case teams to discuss business challenges, activation of the Prism subscription and best practices</li><li>Advise clients and case teams in socializing insights from NPS Prism and from customer experience results within the client’s own organizations</li></ul> • Work with the Prism team leadership to set the strategy for accounts, and support sales strategy and commercialization efforts for prospects<ul><li>Manage strategic account plans by pursuing revenue growth opportunities and developing tactical plans to grow presence including creating and maintaining a multi-year roadmap </li><li>With your Senior Manager, identify target accounts for the Prism instruments in your book of business</li><li>With your Senior Manager, facilitate Prism demos discussions with multiple stakeholders in the client’s organization as a part of the selling process</li><li>Be a contact for providing product information and demos to prospective clients</li></ul> ABOUT YOU Required • Bachelor’s degree • 4+ years of experience in consulting, customer insights, or account management and sales in a data business • Experience as a client service professional engaging C –suite members and senior executives of Fortune 1000 companies. • Successful track record of managing and growing senior client relationships • Outstanding client service skills: responsive, proactive, empathetic and detail-oriented • Strong interest in customer experience, loyalty analytics and applying strategic marketing to drive business results • Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive • Strong communications skills: creates open and ongoing dialog with both clients and internal team members; extensive presentation experience a must • Strong leadership skills: you understand clients’ businesses and how emotional connection can help drive results; capable of rallying and collaborating with client and internal teams • Outstanding project leadership, coordination and organizational skills; able to manage competing priorities and keep external and internal teams aligned and on track #LI-remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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