Director - Customer Success
Job Description
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
Requirements
Function: General Business
Experience Level: Mid-Senior Level