Senior Manager Customer Success

About This Job

As Customer Success, Loyalty Manager- you will be responsible for owning client implementation projects from start to finish (pre and post-sales). From initial scoping, outlining with the R&D, Product Solution and Customer success teams, confirming consensus from all stakeholders, and working towards a final solution and timeline - you will be in charge of providing full project management as well as a smooth and fast execution of all initiatives in order to ensure Customer Success, and fast time to value. Within your customer success portfolio, you also will be responsible for everything about your portfolio of customers after the initial sale. You’ll work with other team members to drive the initial implementation and integration.

Responsibilities:

Project Management

• Own clients onboarding & Releases projects timelines, tasks, and deliverables.
• Maintain clear documentation for all stakeholders to reference throughout the project
• Keep internal teams and clients accountable and up to date on due dates and items moving through the queue
• Obtain sign-off from Product Managers and key stakeholders on due dates (initial pilot, full deployment, etc.)
• Clearly communicate the status of all projects, issues with implementation, and solution.
• Manage the project plan and timelines of the project, reporting status and identify risks to management
• Manage clients and internal resources to drive toward project milestones and overall project execution

Client Servicing

• Passionate about delivering great work
• Strong knowledge of the market and competitor landscape for CRM and Customer Experience strategy and delivery
• Good working knowledge of the application of enabling technologies for customer experience and CRM
• Experience of working directly with grocery retail clients on Customer experience project
• Manage relationships with client’s relevant contacts across key business units (Retailer teams, Brand, Digital, Shopper Marketing).
• Coach and train new clients on the Loyalty tools and services
• Lead all commercial aspects with the primary responsibility of expanding our scope of influence with clients across a wider range of products and with greater depth of involvement
• Foster relationships at all levels and functions of the client organization to identify opportunities for incremental product/solution sales
• Ensure adherence to the company policies on business conduct/ethics when servicing clients are being observed by the entire division

A Little Bit About You

Curiosity drives your interest in what moves the market. A proven commercial leader, who can build and execute a sales strategy and plan, and be accountable for sales operations, such as forecast and pipeline management. You thrive in a fast-paced sales environment, have exceptional commercial acumen and very strong client relationship and negotiation skills. A proven people leader, who is passionate about developing and growing talent, who has a track record of building morale and high team engagement. You are a team player who has the ability to collaborate with peers and contribute to the success of NielsenIQ Malaysia.

Requirements

• Minimum Bachelor’s Degree is required, Master’s Degree is preferred
• 4 - 6 years of working experience in FMCG (retailer/marketing/sales) or research-related industry experience (insights/category/shopper/agency)
• Proven expert knowledge of the loyalty industry
• Proficiency in using Microsoft Office and good analytical skills
• Exceptional client management and negotiation skills
• Gain the trust of everyone involved in assigned projects
• Ability to effectively communicate technical decisions and their rationales to business unit stakeholders and development teams and be able to navigate through conflicting opinions
• Effectively influence team members to complete their tasks on time and follow project management guidelines/channels
• Excellent communication (written and verbal) and presentation skills, as well as the ability to communicate effectively at all levels within the organization
• Experience working in a cross-functional, team-based globally distributed environment; experience working in an international environment desired
• Ability to properly scope requirements, identify tasks, and determine the level of effort