Global Customer Success Manager, Tech & Durables

NielsenIQ•Chicago, IL

69d•Remote

About The Position

The Global Customer Success Manager, Tech & Durables will act as strategic partner to our key global clients serving as an innovation agent and driving change for faster reaction to changing market requirements. They are an expert in the market (industry, products, channels etc.) and aim to deliver the full value of NIQ propositions to uncover new business opportunities. We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions. Can there be a better place to take center stage in the digital revolution? We are excited to getting to know you!

Requirements

Strong business understanding in tech & durable consumer goods and related Retail
Interest in tech product categories and global markets
Ideally 5-8 years+ of experience in consulting, market research, product management of tech & durables or equivalent business units
Deep analytical skills, comfortable in translating large data sets into a storyline with actionable recommendations
Multicultural awareness, capable of influencing internal/external audiences from different country backgrounds
Excellent English language skills; second language is a plus
Strong presentation and communication skills, client-centric approach
Proactive and consistent engagement with multi-disciplined teams
Coordination and decision making of how to achieve client outcomes and organization goals
Driving delivery of results for clients & NIQ across diverse cultures, mind sets and disciplines
Passion, dedication, and commitment
Creativity and the ability to address real-world business problems analytically
Eagerness to learn, curiosity, open mindset, team spirit, and an entrepreneurial attitude
Proficient with Power Point and Excel
Willingness and ability to travel, both domestically (US) and internationally

Responsibilities

Manage client relationships with middle management independently, may partner with a senior team member to engage senior/C-level audiences
Ensure effective client training and onboarding of new customers.
Educate customers about the most relevant features/functionalities for their specific business needs
Drive adoption (i.e. activation, reactivation and engagement) of NIQ platforms (e.g. gfknewron) within client organization by demonstrating clear ROI to client
Identifies and develops new user base for NIQ-GfK offerings
Develop fact-based answers to complex key business questions
Become a market expert for a subset of Tech & Durables categories
Deliver insightful presentations and actionable recommendations to our clients
Develop relationships with client stakeholders to identify new opportunities to demonstrate the value of NIQ solutions
Coordinate client services across countries and categories (whenever relevant)
Demonstrate how NIQ solutions can support our customers' goals, developing new business opportunities for NIQ
Identify leads for cross-selling and upselling
Help improve renewal rate by demonstrating clear business outcome and value
Works closely with clients to develop use cases
Participate in joint business plans and lead governance calls
Become the voice of the client's HQ, relaying its needs within different internal organizations and regions/countries
Lead a global customer success community for select accounts, to maximize the value delivered to clients at HQ level
Ensures to be updated on relevant knowledge and has deep understanding of platform offerings
Collect and provide feedback to product teams on functionality, features etc., of gfknewron platform as well as to Ops and other teams on non-platform issues to drive better client experience
Collaborate with account development at the pre-sales and renewal stages
Collaborate with other business unit teams to identify opportunities for strategic assignments