Director, Customer Success & Insights

Job Description

Director, Customer Success & Insights

Reference ID: REFID495273

Location: Remote, but must be physically US-Based

About this job

As a Customer Success & Insights leader, you are responsible for all client activity and the overall success of NielsenIQ at the customer. This includes driving timely outcomes and client value through the data, database, and analytics which drive the overall customer experience and elevate NIQs performance.

This role has deep knowledge of the customer’s business and industry that enable you to identify new opportunities for NIQ to drive value. Works successfully across a matrixed organization structure, fully leveraging the service model.   

At NielsenIQ, we work with U.S. manufacturers and retailers to help them understand their consumers and optimize their business. When you join the NielsenIQ team, you’re signing up for an experience that requires flexibility, curiosity, and passion. 

Responsibilities

• Developing strategic direction and service strategy to advance client’s priorities and drive improved, measurable satisfaction with NIQ
• Embody strong leadership by inspiring and motivating while leading a team of people managers and delegating tasks
• Building deep expertise and empathy with your client
• Building meaningful relationships across multiple client divisions and develop a trusted advisor partnership with the key customer stakeholders
• Drive strategic thought leadership within and across clients leveraging NIQ tools and assets
• Identifying opportunities for increased partnership and elevating those opportunities to organizational partners
• Working collaboratively with commercial lead and other cross-functional partners
• Facilitating clear day-to-day and strategic communications with the client roster
• Project managing internal cross-functional client issue resolution and the associated response
• Prove the value of NIQ solutions in support of growth, adoption, and value creation
• Client facing owner for technical issue resolution and internal escalation through appropriate channels when necessary
• Collaborating with the internal BI team to drive tech/ tool adoption and improve client experience
• Onboarding, training, and developing team members to elevate delivery against the above accountabilities 

Qualifications

You are an excellent people leader with the ability to support, mentor and inspire client impact. You can effectively tell a story that captures the audience, no matter what level, and brings them along your journey. You can work collaboratively, as part of a remote team, within a dynamic and challenging environment while maintaining high standards. You have experience in working with complex client relationships and client issue resolution. You can identify opportunities for growth for NielsenIQ and the client.

• Bachelor’s Degree required 
• 8 years' experience in a relevant industry (CPG and/or consulting) 
• Relevant experience with research techniques & solutions in the related industries of Consumer-Packaged Goods, Consulting, Information, Sales, Analytics or similar
• Experience leading large teams and managing people managers
• Proficiency in Syndicated POS Data and Panel Data required
• Effective in senior level communications, influencing & negotiation
• Mission-driven and passionate about serving a purpose 
• Excellent awareness of market conditions and client business environment 
• Proficient in Microsoft Office software and Salesforce 
• Familiarity with NielsenIQ tools, applications, and platforms a plus

Our Benefits

• Flexible working environment
• Health insurance
• Parental leave
• Life assurance

Additional Information

All your information will be kept confidential according to EEO guidelines.

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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