Smb Consulting Manager, Customer Success
2 weeks ago
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 process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives
- Leads 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 CS 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;
- 35 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
- 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
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-AssistanceProgram (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.
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.
Want to keep up with our latest updates?Follow us on:
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**Our commitment to Diversity, Equity, and Inclusion
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