Manager, Customer Success

Company Description

R25_0021064

Job Description

About this job 

At NIQ, we deliver the most complete and clear understanding of consumer buying behavior that reveals new pathways to growth. We are looking to hire a Manager, Customer Success to be a part of our Innovation Practice team, within NIQ’s Strategic Analytics & Insights (SA&I) business. 

Innovation matters. With best-in-class research and predictive analytical tools, SA&I’s Innovation Practice is at the core of our client's new product ideas, product messaging that inspires action, product development and validation, and optimal launch strategies. In the Innovation Practice, you will work with industry leading marketers and see your work come to life.  If you want to influence the direction of a new product, the strategy of how to launch, or how best to reinvigorate a struggling brand – in the SA&I Innovation Practice, you can.  

Be curious. Be collaborative. Be forward thinking.  Join the SA&I Innovation Practice and work with our clients as a consultant, a problem solver, and influence the future of their innovations. 

Job Purpose 

• Ownership of high-quality client deliverables 

• Accountable for supporting the region in achieving and exceeding revenue targets through excellence in partnership with Innovation colleagues to meet client expectations and deliver quality deliverables 

• Coach analysts on projects, guiding the development of quality analyses 

• Support capacity planning activities, to ensure work is being done efficiently and in a timely manner 

Responsibilities 

When you join the SA&I Innovation Practice team, you’re signing up for an experience that requires a collaborative mindset, flexibility, curiosity, creativity, and passion. As a Manager, Customer Success you will have the following responsibilities: 

• Commercial & Client Leadership:   

• Drive strong client satisfaction by demonstrating complete ownership of projects and delivering high quality deliverables 

• Lead client meetings, present study results, and conduct external presentations, as appropriate 

• Work closely with Account Development and Customer Success leads to define and execute against an analytic strategy that is aligned to client expectations 

• Consistently engage insight partners to establish broad support for SA&I as a partner 

• Support opportunities to strengthen relationships through value-added analytics, training, thought leadership, etc. 

• Project Scoping/Study Design Expertise:   

• Ensure project date and financial hygiene requirements are kept current in Microsoft Dynamics, and execute 100% compliance with time tracking and project assignments 

• Review/advise on project execution elements for complex studies (design, feasibility, timing, protocols, survey, stimuli, product logistics) 

• Project Delivery & Analytical Leadership:   

• Ensure the overall success of client deliverables, including final review on smaller/streamlined projects 

• Join/lead presentations with clients and execute follow-up opportunities, as needed 

• Own the analytical process by becoming an expert on the SA&I Innovation Practice’s BASES suite of product development solutions, including our BASES AI Product Developer and Custom Sensory Product solutions 

• Team Leadership:   

• Provide study feedback to Analysts/Senior Analysts and support their development as a coach   

• Provide ongoing analyst feedback to team lead (Director/VP) to support formal performance development/review 

• Support workload/capacity planning with Customer Success team lead 

• Be an advocate for improving the efficiency of internal processes 

Qualifications

• 4+ years of experience in a client-facing consulting role, preferably in a custom product research environment, or custom survey-based research role 

• Highly proficient in Microsoft Office and Microsoft Dynamics 

• Detail orientation and strong organization skills  

• Strong written and verbal communication skills 

• Highly proficient in custom survey design 

• Strong time management skills, able to juggle multiple priorities in a fast-paced environment 

• Ideally, experience with product/sensory testing across various methods and designs (CLT, IHUT, IDIs, blinded/unblinded, sequential- monadic, etc.) 

Additional Information

US Benefits

• Comprehensive healthcare plan (medical, Rx, dental, and vision).
• Flexible spending accounts and a Health Savings Account (including company contributions).
• Life and AD&D insurance.
• 401(k) retirement plan including company matching contributions.
• Disability insurance.
• Tuition Reimbursement.
• Discretionary paid time off program and 11 paid holidays.
• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

Additional Information

This role has a market-competitive salary with an anticipated base compensation of the following range: $76,500.00 - $104,000.00.  Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a sales-based incentive or performance-based bonus. Other benefits include flexible working environment, comprehensive health insurance, industry-leading parental leave, life insurance, education support and more.  

Our Benefits

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