Client Manager, Customer Success Consultant
4 months ago
**Company Description**
We are the world's leading consumer intelligence firm, delivering the Full View on consumer behavior. We work to enable manufacturers and retailers better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to sustainable growth for our clients, our people, and our planet.
We are always looking for open-minded people who will grow with us, push boundaries, and pioneer disruptive methods in market research, data science, technology, and AI. If you share this passion to drive things forward and the integrity to insist on doing things the right way, we'll equip you to take your future into your own hands and play a leading role in our story.
The Customer Success consultant will be a confident and capable crafter of compelling insight which delivers clear and actionable recommendations to our client. She or he will use analytical skills to develop/distribute new analytical approaches and help client make better decisions. Identify opportunities to collaborate and deliver provocative Thought Leadership on market, industry, and category trends
**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 within Cust. Success, 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
- 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
- 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
**Qualifications**
- 5-10 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
- Bachelor's degree; Master’s degree a plus
**Additional Information** What We Can Offer**
- Friendly community and team culture that promotes flexibility, openness, and simplicity
- Interesting work in a dynamic environment and a multi-cultural team
- Great learning and career development opportunities
- Onboarding programs and trainings
**Our Benefits**
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
**About NIQ**
NIQ is the world’s leading consume
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