Director, Customer Solutions

Location: Washington, D.C.
Date Posted: 06-01-2017
Protagonist is a high-growth Narrative Analytics company. We mine beliefs in order to energize brands, win narrative battles, and understand target audiences. Protagonist uses natural language processing, machine learning, and deep human expertise to identify, measure, and shape narratives. The Protagonist platform was built on 10 years of narrative science that was initially developed to improve the American brand around the world for the US Government. Today, it’s used by dozens of the world’s leading CMOs, business leaders, and foundations.

The Director, Customer Solutions has a passion for understanding the deeply held beliefs -- the narratives -- that drive critical issues and applying the power of data to delight customers.  The Director, Customer Solutions will manage a team of analysts using cutting-edge technology and data to solve complex narrative problems for our customers. The Director, Customer Solutions ensures customer satisfaction that leads to repeat business. In addition, the Director will help lead the internal operations of the Customer Solutions department, to include product and technology integration, training and development, knowledge management, recruiting, and process improvement. Reporting to the Executive Vice President for Customer Solutions, the Director, Customer Solutions is a member of the leadership team and will collaborate with colleagues across the organization.

Primary Responsibilities
  • Directly supervise an innovative team of 3-6 people
  • Own the successful end-to-end delivery of our Narrative Analytics products to our customers
  • Provide senior-level project management and oversight for Customer Solutions teams supporting multiple clients
  • Provide senior-level review of deliverables to ensure analytic rigor and actionable insights that answer key customer questions
  • Cultivate trusted advisor relationships with customers to deliver value and help grow long-term relationships
  • Develop a comprehensive understanding of the key drivers of customers’ business
  • Lead high value customer meetings as the Protagonist senior representative
  • Collaborate with the Product team to create and apply new tools, technologies, and innovative methods that bring powerful insights to customers
  • Collaborate with Sales team to identify, evaluate, and pursue new opportunities with customers
  • 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 science 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
  • 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
  • Natural storyteller, with an innate understanding of how beliefs and stories shape the world we live in
  • 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
  • Able to handle multiple competing priorities in a fast-paced, start-up environment
  • Ability to inspire and motivate a team and effectively manage complexity, ambiguity and change
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