Senior Customer Success Consultant

We are Black Swan Data

In a turbulent and fast-changing marketplace, the old world of traditional consumer research is no longer enough. Where there was slow and pre-emptive questionnaires and surveys, now there’s big data, machine learning and predictive analytics. For some, it’s unknown territory. For Black Swan Data, it’s unprecedented possibilities.

Black Swan Data is on a mission to revolutionise Insights & Innovation through the power of Social Prediction. Using sophisticated data science and AI techniques, we unlock social data’s potential to understand, connect and predict consumer behaviour more accurately and further ahead than before.

Our TRENDSCOPE SaaS platform enables brands to apply Social Prediction to their business and deliver faster, better, more successful new product innovation launches. It puts the power of trend prediction at our user’s fingertips and is central to how we turn trend intelligence into a competitive advantage for global giants like PepsiCo, Johnson & Johnson, P&G, Danone and Coty.

We’re fast movers. Since 2011, we’ve spread our wings across the UK, Hungary, USA and South Africa and includes data scientists, developers, insights consultants, analysts, designers, engineers and marketeers.

But first, we’re entrepreneurs and champions of change who thrive on moving fast and breaking new ground. In 2015 we were awarded the Sunday Times #1 Fastest Growing Start-Up. In 2016 we were named the UK’s Fastest Growing Exporter. And in both 2017 and 2018 we ranked high in the Financial Times 1000 Europe’s Fastest Growing Companies. Since, we’ve been recognised by Deloitte Fast 50 and the London Stock Exchange for our cutting-edge technology and innovative approach.

Now is a great opportunity to join our rapidly growing data and technology SaaS business which is led by an experienced and inspiring management team. We’re passionate about what we do and committed to disrupt and drive industry change, so if you’re an enthusiastic team player and go-getter we want to hear from you.

“The best way to predict your future is to invent it.” 

Peter Drucker

The Role:

The role will be based on our client's site and will focus on helping our client fast-track the predictive program, ensuring and monitoring it's success. 

Our definition of the right person for the role is someone with a combination of insights experience and data/analytics application, who takes a consultative approach and a creative mindset when establishing a program. This person would need a firm understanding and experience in mapping or working within a consumer goods innovation process as well as experience in working with different forms of data and research methodologies – including a combination of qualitative and quantitative. Experience in working with technology solutions and creating programs which amplify their use would be ideal as well as excellent written and verbal communication and the ability to bring teams with them in a cross-functional program.

Responsibilities:

• Drive adoption and value through Black Swan’s solutions – Trendscope and supporting consultancy.  Define objectives and metrics to measure the success of the program; creating a collection of specific value stories across the year which anchor the program in real examples of return-on-investment.
• Continually align to the positive business outcomes and customer use cases and ensure delivery, by:
  
  • Relaying and Localizing key objectives & KPIs
  • Owning the operating rhythm and success plan for the program
  • Identifying and mitigating risks
  • Assessing, quantifying and aligning with stakeholders on value delivered
  • Building and identifying champions within the customer's business
  • Leading all discovery – interviews and creating materials to play back to the organization on how Black Swan’s data should be applied at different stages of their process and through different functions
  • Leading program design and deployment – working with an Insights Director and Client Success person to define the delivery of our consulting work and the Trendscope training program.
  • Advocacy – building out program of advocacy across customer's business. Designing materials, sessions, engaging key stakeholders and assessing their needs.
  • Building alongside our customer's measurable KPIs and value metrics for success tracking
  • Seeking out use cases and applying the power of Black Swan to address them
  • Document value stories for the customer team in the first year to demonstrate the strength and success of the project
  • Understanding and working alongside other providers where appropriate
  • Design training sessions with Customer Success and leading those sessions when it is with