Customer Success Manager (NIQ Digital Shelf) FMCG
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Company Description
Job Description
Role Summary:
As a Customer Success Manager (CSM), you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment and be organised and driven.
Key Responsibilities:
1. Client Partnership & Thought Leadership
- Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network.
- Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals.
- Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.
2. Commercial Success
- Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions.
- Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.
3. Operational Excellence
- Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes.
- Oversee the accurate and timely documentation of client information and files in interal systems, e.g. Dynamics.
4. Innovation & Continuous Improvement
- Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.
Qualifications:
- Experience: Minimum of 3 years in customer success, account management, or a related client-facing role.
- Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
- Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
- Client-Centric Approach: A deep commitment to client success, with a proactive and solution-oriented mindset.
- Attitude: Autonomous, looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you
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Qualifications
Additional Information
Hybrid Model Role with 2 days in the London office, 3 days at home.
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
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 NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
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