Customer Success Manager

Company Description

Location: Keasbey, NJ (3x on-site at client). This position is not available for US-Remote outside of Keasbey, NJ or within the Woodbridge Township hub in New Jersey.

R24_0002050

Job Description

The Customer Service Manager will play a crucial role in delivering NIQ Brandbank services to their CPG Retailer client (or clients), ensuring their satisfaction, and driving their success. This role requires a proactive, detail-oriented professional who can work cross-functionally within the business and collaborate closely with the Account Executive to serve our clients effectively.

Your first priority will be owning the delivery of services to clients, both business as usual ongoing deliveries as well as specialist projects. You will have additional reporting and client engagement responsibilities to support the Account Executive for this Account. You will lead regular client touchpoints to review Brandbank deliverables and become a Subject Matter Expert to support your client both day to day and strategically.

As the primary point of contact for your client or clients, you will be responsible for engaging an existing network of key stakeholders, as well as expanding our network to develop the relationship further.

You will be expected to achieve a high level of Customer Satisfaction and contribute to the overall growth of your retail accounts by supporting your Account Executive.

Responsibilities:

• Client Relationship Management:
  • Serve as the primary point of contact for assigned clients, ensuring their needs are met and issues are resolved promptly.
  • Develop and maintain strong, long-lasting client relationships.
  • Conduct regular check-ins and reviews with clients to ensure satisfaction and identify areas for improvement.
  • Coordinate and host regular touchpoints and business review sessions, both virtually and in person
  • Maintain key account plans for your client or clients, complete with stakeholder matrix, key client deliverables and any challenges to ensure client remains in ”green” status and is an advocate for NIQ Brandbank
• Service Management:
  • Oversee the delivery of services to clients, ensuring high-quality and timely execution.
  • Manage with full autonomy, retailer services tasks related to specific products/services and all our core products and services via, email, phone and/or face to face.
  • Coordinate with internal teams - particularly operational - to ensure resources are aligned to meet client needs.
  • Monitor service performance metrics and implement improvements as needed.
• Cross-Functional Collaboration:
  • Work closely with the Account Executive to understand client objectives and develop strategies to achieve them.
  • Collaborate with various departments, including Sales, Product, Operations and Support, to ensure a seamless client experience.
  • Communicate client feedback and insights to internal teams to drive product and service enhancements.
  • Working closely with the Account Executive to identify and achieve objectives (revenue or otherwise).
• Customer Success Initiatives:
  • Identify opportunities to upsell or cross-sell additional products and services to clients.
  • Develop and implement customer success plans tailored to each client’s unique needs and goals.
  • Provide training and support to clients on the effective use of our products and services.
• Reporting and Analysis:
  • Track and report on key customer success metrics, such as customer satisfaction, retention, and account growth.
  • Prepare regular reports for management on client status, issues, and overall satisfaction.
  • Manage suite of client facing reports tracking against KPIs

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in a customer success, account management, or related role.
• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Excellent problem-solving and analytical skills.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience in the Grocery/Data/eComm sector.
• Demonstrated success in managing multiple clients and projects simultaneously.

Additional Information

1. You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out, or for which you will be trained.

2. Relevant professional, ethical an