Job Description

WHAT YOU'LL DO

The Customer Success Manager (internally referred to as Senior Analyst Gamma Retail Catalyst title per BCG internal title system) for the GAMMA Retail Catalyst product will play a critical role in delivering, implementing, and supporting BCG's client-facing software solutions independently taking direction from and guiding strategic approach with senior business leaders in our Retail and Pricing sectors as well as the Product Managers for GAMMA Retail Catalyst, AIR, and other GAMMA product teams.

Key activities will include gathering requirements from internal and external clients, advising them on the application's usage best practices, and recommending processes to optimize the business value delivered by the application; then sourcing and preparing data, managing required client processes changes, overseeing deployment by setting up and configuring the application according to the requirements, and training client's end users. The Customer Success Manager will interact directly with both BCG case team members and clients and must understand and be able to navigate the clients' data and requirements. He or she should be able to quickly learn methodologies and approaches used in GAMMA Retail Catalyst, understand the industry / client context, and learn analytical approaches used to transform data into business insights.

The CSM should also be able to work with the BCG team and clients to co-create new approaches for further development of software solutions. On the solution deployment side he or she must be able to determine what is needed for compliance with the client's business needs, security policies, deployment, and support, and leverage the right tools and resources to complete the implementation with the highest level of customer satisfaction. When confronted with technical challenges, he or she must work with the BCG platform team and (working together) find creative, economical, and scalable solutions within the application's technical specifications.

YOU'RE GOOD AT

* Client Requirements, Business Processes Change, Data and Analytics Management, Application Setup
* Works together with the BCG client team and the Retailer (either, the customer) to understand client's processes, business requirements, and data structure / challenges
* Responds to customer inquiries and requests: Troubleshooting, system configurations, service issues
* Demonstrates a proactive, solution-based approach to enhance client relations via meetings, calls, emails, and chat
* Constructs and manages the implementation project plan with customer counterpart, including setting and managing customer expectations based on the current state of product offerings and services
* Identifies required changes in client's business processes and supports process change management
* Understands client's data situation, develops blueprint for future state data management and works on implementation of new data processes
* Performs analysis of client data to determine parameter requirements for application's setup, including ETL and processing of data, as needed
* Works with the Data Engineering, DevOps, and Product teams to implement requirements
* Application Delivery, Implementation, Training, and Support
* Leads and oversees deployment of the software, configures the software to client's needs
* Provides guidance to BCG case teams, client's business users and IT team to enable them to roll out, operate, monitor, and maintain the application
* Collaborates with GAMMA Retail Catalyst technical teams, application software vendors and other resources to diagnose and resolve application's technical and/or non-technical problems, bugs, performance, and other issues
* Collaborates with internal colleagues to construct appropriate training and support plans for the continuation of the customers users and deliverables after the implementation goes into production
* Works on development of application user guides and other application related materials
* Documents, tracks, and monitors application's bugs, problems, and issues to ensure timely resolution
* Performs quality control tests and keeps logs of problems, issues, changes, and future enhancements
* Tracks project progress against agreed to KPIs and any contractual obligations
* Provides product feedback to development teams

Other
* Performs other projects and duties as assigned or required
* Ability to travel up to 80% in a given week for periods of time depending on the supported products and implementation/support requirements

YOU BRING (EXPERIENCE & QUALIFICATIONS)

* Advanced degree with strong academic achievements in business management, engineering, mathematics or similar
* 5-8 years experience in areas such as data and / or analytics-related work, data management, end user training on data management / insights generation from data / software applications, end user support, or related activities
* Deep experience in brick-and-mortar Retail organizations (e.g. merchandizing, pricing, analytics, etc.)
* Preferred customer support experience in a SaaS environment or technology industry
* Knowledge in the following fields, technologies, and tools:
* Skills in interpreting data and generating business insights from data
* Interest and ability to learn data management tools such as Alteryx, SQL, DataIKU, etc.
* Knowledge of R-script and/or Python
* MS Excel
* MS PowerPoint

YOU'LL WORK WITH

Our knowledge and research specialists collaborate with global colleagues across BCG to bring expertise and capabilities to the service of our clients. Our team is made up of a diverse pool of knowledge and research positions that allow us to pursue exciting, innovative research careers.