Associate Manager, Customer Success, BASES Games Team

Company Description

REFID568488

Remote based role-- must be physically located within the US
 

Job Description

About this job

Day-to-day client partner, ensuring deliverables are delivered on time and address key business questions to result in strong client satisfaction. Manage complex projects end-to-end with the support from the analytical and project development teams.

Responsibilities

Project Delivery: (~55-65%)

• Manages the overall success of client deliverables
• Manages the team workload and timeline of all client deliverables, ensuring that the reports are delivered on time and with great quality.
• Guides analyst to be client-facing, leaning in with junior analysts as needed
• Supports analyst through development/finalization of pre-field inputs in collaboration with PD 
• Coaches analyst in AP/story meetings, and in prep for these meetings as needed
• Oversees report review, making final decisions (or escalating complex or controversial results to senior lead for support)
• Maintains client standards (deliverables, terminology, questionnaire standards, study design, etc.)
• Provides detailed feedback to junior analysts, and pushes senior analysts towards increasing independence in producing high quality deliverables
• Resolves (or seeks support for resolution of) project issues to maintain timing and delivery standards
• Seeks project improvement through more efficient processes, new solutions and leveraging the BASES Ops teams when necessary
• Submits EOD in Project Ops (100% on-time accurate submissions)
• Ensures BOWTIE is up to date with date changes, and communicates delivery date changes appropriately with Finance as needed (after field start)
   

Established Scoping: (~5-10%)

• Supports the Account Leader and Account Development team on the production of SOWs
• Reviews/advises on project execution elements for outbound or complex studies (feasibility, timing)
   

Client Leadership: (~20-30%)

• Meets or exceeds client revenue target by ensuring strong satisfaction with deliverables and timely issuance of SOWs for inbound established business
• Serve as day-to-day client partner, executing projects that address client's business needs and keeping pulse on the relationship (CSAT, feedback, etc.)
• Leads bi-weekly client calls, ensuring that the projects are running smoothly and that all client needs are accounted for
• Leads/Supports on high-visibility client presentations to walk client stakeholders through reports, consulting on strategies to grow their business and defend against competitive activity.
• Lead quarterly client summit meetings to check the status and organization of on-going projects, as well as improvements to be made for the next waves.

Team Leadership: (~15-25%)

• Participates in training, thought leadership and/or task forces
• Manages/develops analysts: onboarding, training, regular 1:1s, coaching discussions, performance reviews that identify development areas and stretch opportunities
• Generates a vibrant team dynamic that maximizes team commitment and motivation

Qualifications

• Bachelor's Degree

• Demonstrable success in managing multiple stakeholders for a key client  

• Experience of internal stakeholder management or project management to support client deliverables. Displaying active and consistent inclusion across teams and drive engagement with colleagues and clients across business functions in a meaningful way 

• A strong desire to consistently overachieve against both personal targets and objectives 

• A proven track record of managing multiple projects from conception to completion, and demonstrable success in meeting customer expectations and timelines 

• A good level of experience in key account management, planning and implementation

• An ability to present and controlling meetings to achieve your desired outcome 

• The ability to build relationships with customers of all sizes & types, in order to fully understand their objectives and content solutions 

• Ability to remain calm under pressure and balance immediate, short – term priorities and longer term opportunities 

• Self-motivated, proactive, organized and outcome oriented 

• Excellent verbal and written communication skills in English

Our Benefits

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

Additional Information

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most co