Director - Customer Success

At NielsenIQ  we autonomously contribute to analysis that resolves specific Customer concerns. 

This role is for Customer Success team that serves as a bridge between the Commercial team, Quality Assurance, Operations, Engineering, & Data Science teams with regards to Customer requirements on business and insights. It also seeks to provide a strategic analysis that enables business decision making of our Tech & Durables customers.  

This role will enable customers to realize value potential of NIQ products and services. It will help our customers to get strategic insights and participate in customer business reviews. This role ensures alignment within teams at NIQ to develop a deep understanding of customer’s business objectives and work with Sales account managers to create a joint business plan. Helps in setting priorities for NIQ to contribute to customer success function. This role entails planning along with the team for delivery of services to manufacturers & retailers using core NIQ products and services in retail measurement, E-commerce, and Analytics. It also helps Sales team to identify whitespace opportunity, facilitate building up of the proposal thereby enhance awareness of revenue outlook based on NIQ-Customer engagement.  The role will also involve developing the next set of leaders and will have people management responsibilities.

 
JOB RESPONSIBILITIES 

Responsible for the day-to-day management of the customer success team, building customer engagement, focused on value creation for the customers. 

Key activities include defining service model for the business, governance and management of team.  

The performance metrics for success of this role will be improvement in Customer NPS Score and Employee Engagement Scores. 

Lead Customer Engagement 

• Manage and grow the Customer Success teams towards 
• Develops foundational relationship with key customers and stakeholders  
• Gather understanding and expertise on customer business priorities and how that ties up to consumption of NIQ products & services 
• Helps in identifying customer needs and creates a shared plan with Sales team to deliver outcomes in collaboration with NIQ internal teams 
• Lead Customer engagement with thoughtful insights to help customers take useful business decisions through NIQ products and services 
• Advisor and thought leader to facilitate customer solution-related queries through persuasive, informed and consistent approach  
• Become a liaison and facilitator for resolving active data queries by engaging the right global/local teams 

Opportunity & Pursuit Management  

• Plan a portfolio of work such as adoption of new NIQ products and services, support programs and projects, and value realization in alignment with customer business objectives 
• Capture, communicate and brings forward recommendation from customer insights team and collaborate with internal teams to help identify growth opportunity through account planning and supporting delivery execution 
• Work closely with Sales Account managers to maintain a stronger pipeline of opportunities through a pre-qualified opportunity tracking: Sales Account Managers 

• MBA (desirable) with 10-15 years’ experience in FMCG / Service / Retail industry 
• Strong Customer Focus and Proactiveness 
• Very Good Influencing, Persuading and Project Management Skills 
• Ability to connect and link insights to customers business 
• Strong presentation skills, Logical thinking, Strong command on excel  
• Effective writing skills 

PREFERRED SKILLSETS  

• Excellent oral and written communication 
• Ability to articulate thoughts and solutions and express to the customer leadership 
• Problem-solving approach and attitude  
• Active listening and seeking out root cause of a business problem 
• Responsive and proficient in Change Management 
• Analytical and logical mindset 
• Internal advocate for customer needs 

Our Benefits

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

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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

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