Client Success Specialist- AI

What will you be doing?

We are seeking a user-focused, detail-oriented, resourceful individual to support the ongoing success of Emiri client deployments. This role bridges product support, user experience, and development by investigating issues, coordinating resolutions, coaching commercial teams, and managing communication between users, client service teams, and product development.

• Apply a voice of customer lens to user feedback and issues to surface enhancement opportunities and influence the product roadmap
• Own issue root cause identification and resolution to triage root causes between feature enhancements, system bugs, and user education
• Coach commercial teams on the configuration and functionality of Liquid AI; support key client meetings and demos
• Support setup, configuration, and QA of client models
• Drive continuous improvement of support processes, tools and user education materials
• Clearly communicate guidance and resolutions to users or internal teams
• Test new enhancements or fixes prior to release to ensure quality and expected behavior
• Prepare concise write‑ups of confirmed bugs or feature requests for the development team

• Familiarity with Circana tools, including Unify+, model/report building, and ideally Emiri
• Background in product or client support, operations, or troubleshooting technical issues, ideally with a focus on data-driven AI tools
• Analytical and problem‑solving skills, with the ability to investigate user reports, logs, and system behavior to identify root causes
• Strong organizational skills to support multiple client deployments and maintain flawless on‑time delivery and service levels
• Strong communication abilities, especially in simplifying technical concepts for non-technical users and collaborating across teams
• Tech‑curious mindset, comfortable learning prompt engineering and system behavior, with a process-driven approach to managing issues, QA, and feedback loops
• Familiarity with AI systems, natural language processing tools, or machine learning products
• Experience using tools like Jira, Confluence, or similar issue tracking and documentation systems
• 5+ years of experience in client support for data analytics and reporting

• Stay Curious:
  Being hungry to learn and grow, always asking the big questions.
• Seek Clarity:
  Embracing complexity to create clarity and inspire action.
• Own the Outcome:
  Being accountable for decisions and taking ownership of our choices.
• Center on the Client:
  Relentlessly adding value for our customers.
• Be a Challenger:
  Never complacent, always striving for continuous improvement.
• Champion Inclusivity:
  Fostering trust in relationships engaging with empathy, respect, and integrity.
• Commit to each other:
  Contributing to making Circana a great place to work for everyone.

This position can be located in the following area(s):
United States (Remote)

The below range reflects the range of possible compensation for this role at the time of this posting. The salary range for this role is $90,000 to $100,000.

This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.

Circana is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.