Manager, Customer Success - U.S. Optics

Company Description

Location: Available in US & Canada

R25_0015229

#LI-Remote

Job Description

As the Manager, Customer Success – Optics, you will be the primary point of contact for key clients in the U.S. optics and eyecare space, with focus on contact lenses. You’ll lead customer success initiatives to elevate the NIQ experience at key touchpoints of the customer journey, maximize retention, and support profitable growth.

This role is ideal for a client-focused, analytical professional with deep knowledge of the U.S. optics industry.

Responsibilities:

External stakeholders:

• Independently manage relationships with U.S.-based clients
• Lead onboarding and training for new customers in the U.S. market
• Drive adoption (i.e. activation, reactivation and engagement) of gfknewron and NIQ platforms
• Deliver insights in a clear and actionable format to support client decision-making
• Build and present category review analyses to identify key market trends, growth opportunities, and competitive dynamics, using a consultative approach
• Own end-to-end ad-hoc, scheduled, and proactive business issue analyses, ensuring a comprehensive and strategic approach from briefing to delivery
• Act as a trusted advisor and thought leader in the U.S. optics and contact lens industry
• Engage clients in order to measure NPS (Net Promoter Score) based on the service provided to them
• Work with clients to identify priorities and quantify business opportunities using NIQ solutions, demonstrating clear ROI
• Gather client and industry feedback to inform product teams of necessary improvements
• Act as central point of contact for product related questions, such as methodology and quality
• Find and build new user base for NIQ offerings
• Identify leads for cross sell and upsell through servicing events
• Help improve renewal rate by demonstrating clear business outcome and value
• May engage and deliver insights to retailers, on limited occasions

Internal stakeholders:

• Collaborate with global teams to align U.S. insights with broader strategies
• Become the voice of the customer to relay its needs within different internal organizations (product, operations, quality, business intelligence)
• Work closely with:
  • Account Development/Sales team to develop joint business plans, governance meetings, align on customer priorities, support at pre-sales and renewal stages
  • Product/panel management team, in order to support improvements and quality checks
  • Retail team, in order support their recruitment efforts and servicing, on occasion
• Stay up to date on relevant knowledge, with deep understanding of NIQ platform and solutions
• Collaborate with other business unit teams to identify opportunities for strategic assignments
• Coordination and decision making of how to achieve client outcomes and organization goals, with intermediate complexity
• May rely on support from managers when engaging senior client stakeholders or managing high complex situations and projects

Qualifications

• 5-8+ years of experience in customer success, consulting, market research, or product management in the optics, eyecare, or consumer goods sectors
• Strong understanding of the U.S. vision care/contact lenses industry and retail landscape is desirable
• Strong presentation and communication skills, client-centric approach
• Analytical mindset, comfortable in developing insightful storytelling from large quantitative datasets
• Experience working cross-functionally in a matrixed organization.
• Flexible and open to work in a fast-paced, changing environment
• Proactive and consistent engagement with multi-disciplined teams
• Passion, dedication, and commitment
• Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude
• Willingness and ability to travel within the U.S. as needed
• Must be based in Central or Eastern US time zones, USA or Canada

Additional Information

This role has a market-competitive salary with an anticipated base compensation of the following range: $76,500-$110,000. 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 a 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

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