Sr Manager

About the job

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.

You’ll be working as a Consultant role, responsible for collaborating on insights /delivery for Carrefour & Amazon Regional (70%) and supporting Qatar/Kuwait clients (30%)

Responsibilities

• Serve as the relationship owner within Customer Success to manage client relationship and execute critical communications​.
• - Responsible for identifying relevant stakeholders at Client (e.g., respective decision makers for service model, JBP, NPS, contract renewal)​
• -Work closely with the AD to develop strategic direction and service strategy to advance client’s priorities through JBPs and drive improved, measurable satisfaction with NIQ​ ​
• - Leads JBP process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of JBP and customer ways of working, and collaborating with other CS functions to incorporate analytic and data quality elements into JBP​
• Lead QBO and Client Review process, focusing on service delivery and ROI elements, showcasing outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining JBP to align with customer priorities and objectives​
• Lead and own NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized​
• -Responsible for consulting and service model elements for master contract renewal, proposal/RFP building process, and creation/delivery of client presentations​
• -Build deep expertise and empathy for Customer’s business and associated needs​
• -Build meaningful relationships across multiple client divisions and develop a trusted advisor partnership with the key customer stakeholders​​
• Lead generation: Display a full understanding of all NIQ portfolio of services and products as well as 'incremental offerings', and guide/ coach Industry Insights team to identify, create, and convert opportunities to incremental sales through strong client relationships ​
• Create value through leveraging existing NIQ tools to advance Customer business objectives through strategic Thought Leadership and flawless execution​
• Identify opportunities for increased partnership and elevate those opportunities to organizational partners​ ​
• Facilitate a clear day-to-day and strategic two-way communication between NIQ and Customers​
• Serve as the SPOC for coverage, quality, delivery, servicing, and technical issues escalation from Industry Insights, Customer Service, and/or Operations/Data Science, and drive and coordinate internal cross-functional customer issue resolution and associated response​
• Lead onboarding process and own the setup of client onboarding in collaboration with other CS functions​
• Understand and be able to explain CPS usage (facts and fundamentals) to clients accurately and confidently, ​
• Be able to bring insights from CPS (especially to create CPS sales opportunities for other markets if the client is at HQ, also responsible for an NIQ market with CPS, where they are not purchasing CPS from NIQ)​

About you

At Nielsen IQ you will experience a dynamic, open, and solution-oriented international environment, where we support your development through a trust-based feedback culture and diverse training possibilities.

As part of our culture, our promise to you is that at Nielsen IQ you can: Be Yourself, Make a Difference & Grow with Us.

Requirements

- 8-12 years of experience in the CPG industry and/or related sales, category management, market research​

- Prior experience with NIQ (or similar) solutions preferred ​Analytics space, including POS/Panel data ​

- Strong knowledge of the CPG industry and client organizations ​​

-​ Consultative client skills and innovative problem-solving skills ​​

- Proven experience in successfully leading complex client relationships ​​

- Proven track record of building client engagement ​​

- Experience building relationship and consensus with clients ​​

- Ability to successfully influence and negotiate with clients, colleagues, and Executives/management​

- Ability to write and deliver effective proposals and presentations ​​

- Proven and quantifiable overachievement of revenue, sales and profitability objectives; strong pipeline management skills with a track record of predictability and consistency ​​

- Proven skills managing selling cycles from four week to six ​

- Master’s degree