Director, Customer Solutions

Location: Washington, D.C.
Date Posted: 04-11-2018
Protagonist is the Narrative Analytics company. From the vast amount of data available in the digital universe, we mine the perceptions, opinions, and stories that constitute the Narratives people hold in their minds. Our offering empowers organizations to understand the discourse that matters, what’s driving that discourse, and how to take action to work within the Narrative Landscape. Protagonist uses natural language processing, machine learning, and deep human expertise to identify, measure, and shape Narratives. Today, Narrative Analytics is used by dozens of the world’s leading CMOs, business leaders, and foundations.
The Customer Solutions Director has a passion for solving customer problems with compelling analysis and strategic advice rooted in the idea of Narratives.  The Customer Solutions Director will manage a team of analysts using technology, data, and communications strategy principles to solve complex Narrative problems for our customers. The Customer Solutions Director develops a trusted advisor relationship with clients, ensures that our work delights by creating real value, and builds upon that success by developing additional business with our customers. The Director will help lead the internal operations of the Customer Solutions department, including training and development, knowledge management, recruiting, and process improvement. Reporting to the Executive Vice President for Customer Solutions, the Customer Solutions Director is a member of the leadership team and will collaborate with colleagues across the organization.
Primary Responsibilities
Delivery Management
  • Own the successful end-to-end delivery of our Narrative Analytics offering  to our customers
  • Provide senior-level project management and oversight for Customer Solutions teams supporting multiple customers
  • Provide senior-level review of deliverables to ensure analytic rigor and actionable insights that answer key customer questions
  • Lead high value customer meetings as the Protagonist senior engagement representative
Customer Management
  • Cultivate trusted advisor relationships with customers to deliver value and help grow long-term relationships and repeat business
  • Develop a comprehensive understanding of the key drivers of customers’ business
  • Collaborate with executive team to identify, evaluate, and pursue new opportunities with customers
Product Management
  • Drive innovation of the Narrative Analytics offering by leading teams to continuously improve our ability to meet customer needs with new tools and methodologies
  • Synthesize and productize capabilities across customer engagements, to ensure best practices are incorporate quickly into the overall Narrative Analytics offering
People Management
  • Directly supervise an innovative team of 3-5 analysts who come from analytic and strategy consulting backgrounds
  • Promote a high-performance culture by actively coaching, mentoring, and developing employees
  • Embody Protagonist’s Values:
    • Drive:  Our passion for excellence and impact
    • Exploration: Pushing the boundaries of data analytics and storytelling
    • Generosity: Empowering each other every day
    • Joy: Finding exhilaration in the people and the process
  • Bachelor’s degree; Master’s degree preferred
  • 8+ years experience with a top tier consultancy or professional services firm or in a data driven position in market research, brand management, digital marketing, strategic communications, or consumer insights
  • 4+ years experience in a customer-facing role managing project teams of three or more people; experience managing direct reports preferred
  • 4+ years experience developing customer relationships that inspire trust and lead to additional business
  • Strong project management skills and proven ability to drive projects to successful completion
  • Strong understanding of how to synthesize and apply data to communications, marketing, and business strategy
  • Excellent interpersonal and presentation skills; able to communicate complex concepts with clarity to a wide range of customers and at all levels of an organization
  • Ability to translate analytic insights into business outcomes for our customers
  • Strong leadership and relationship-building skills, with ability to effectively communicate, influence, and negotiate upward, downward, and horizontally
  • Innovative thinker, with an entrepreneurial spirit and a solution-driven, customer service mindset
  • Natural storyteller, with an innate understanding of how beliefs and stories shape the world we live in
  • Ability to handle multiple competing priorities in a fast-paced, startup environment
  • Ability to inspire and motivate teams and effectively manage complexity, ambiguity and change
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