CS Manager

Job Description

NIQ Activate is looking for a dynamic Customer Success Manager that will connect company’s strategic goals and customer’s implementations, for driving major business benefits for our customers.

Your passion will drive both your customers and our company’s success.

As a Customer Success Manager, you 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. You’ll train established customers about new functionalities, best practices, and industry trends that will all contribute for increasing the value NIQ Activate delivers to their organization.

You will develop a deep understanding of customer engagement and the NIQ Activate’s platform for creating and evolving technology related best practices.

Responsibilities:

• Be a trusted point of contact for NIQ Activate’s portfolio of customers, beginning from Implementation, through project success, and renewals
• Proactively engage each account to ensure that every NIQ Activate’s functionality and offering is being leveraged, maximizing the value of each NIQ Activate’s subscription
• Work with customers to develop a plan, including success metrics that outlines how NIQ activate will be addressing their immediate and future needs
• Provide continuing training for customers to maximize product usage
• Work cohesively with Sales, Product, Support and Data to ensure fast and managed implementation and deployment
• Constantly think of innovative ways NIQ Activate can increase renewals and drive long term customer success. A proactive approach is taken for each account where cross-selling and up-selling is made a priority
• Distribute product expertise through delivery of training and planning workshops to clients
• Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their internal and external users
• Work closely with data analysts to provide customers with added value analytics and professional out of the system reports and insights
  
  

Job Requirements:

• Bachelor’s degree
• A minimum of 3 years of demonstrated experience working with key customer management, account management, consultancy or sales roles
• Demonstrated experience with account planning with complex customer structures
• Proven track record of establishing strong customer relationships across levels of an organization
• Working in SaaS hi-tech company/ startup as a B2B customer success manager - an advantage
• Excellent presentation and communication skills
• Strong communication and interpersonal skills
• Diplomacy, tact, and poise when working through customer issues and escalations
• Strong organizational/time management skills and the ability to manage multiple projects simultaneously
• Demonstrated ability to effectively work cross-functionally
• Demonstrated ability to manage complex projects, align resources and manage to measurable business and technology outcomes
• Strong analytical skills, proven experience with data analytics and creating insights out of complex data
• Experience in retail industry, FMCG market, and shopping behavior analytics – MUST
  
  

Also need to have:

• Excellent English, other languages such as Spanish or French is advantage
• Excellent proficiency in Excel
• Strong Microsoft Office Experience
  
  

This position is a full-time position.

Additional Information

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. For more information, visit NIQ.com.

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

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