Manager, Consulting Customer Success

Job Description

This position will be responsible for maintaining/enhancing customer relationships with an aim to improve client satisfaction, via increasing client ROI & driving the adoption of new capabilities. This role will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions.

Client Engagement Model

• Leads the Joint Business Plan (JBP) process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives
• Leads Quantifying Client Business Opportunities (QBO) and Client review process, focusing on service quality and ROI elements to refine the JBP and alignment with clients on a regular basis.
• Responsible for regularly updating client health internal tracker, ability to anticipate issues before they occur, bringing all Customer Success functions and key partners together to act on/resolve issues.
• Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations.

Client Servicing and Value Creation

• Responsible for collecting Voice of Client on their experience & servicing quality, sending to country/cub-region Managing Director to feed into product or strategy team
• Accountable for managing client relationship, consulting Analytic Insight and Customer Service team throughout process on analytics, client experience, or service model
• Leads client relationship management throughout issue escalation in collaboration with internal stakeholders to ensure quality response to client

Discovering And Proposing

• Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage
• Responsible for identifying opportunities through day to day engagement and handling off to Commercial teams for further stages.

Qualifications

You will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendations, based on a deep understanding of client business and expertise across NielsenIQ solutions

• Min. Bachelor Degree any major; 
• 3-5 years of experience in related field (client servicing in research agency, marketing consultant)
• A broad understanding of client sales and marketing issues
• Knowledge of research techniques and methodologies would be an advantage
• Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must
• Min. 1 year in managerial level is preferable
• Proven strong leadership skills
• Excellent analytical skills and understanding of statistical modeling
• Excellent communication skills and presentation skills
• An ability to work independently and in a team
• Good interpersonal skills is a must
• Fluent in English both written and verbal is a must

Additional Information

Hybrid based role, must be physically located within job country and candidate must be a Country/Region Resident

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About Niq

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

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• Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion