Customer Success Leader

1 settimana fa

Milano, Lombardia, Italia NielsenIQ A tempo pieno

Company Description

About this job

In this Strategic Leadership Role, you will be responsible for Customer Success for the Brand & Media Strategic Analytics & Insight Practice Area across WE reporting into the SA&I Customer Success regional leader. Key responsibilities encompass delivering with excellence while maintaining delivery standards, driving high operational efficiency and a strong sales mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution.

Responsibilities

  • Support the Regional Customer Success lead in designing the practice area organization balancing methodological, language and technical needs.
  • Support the Regional Customer Success lead in managing the P&L of the practice area including W&S and T&E budgets.
  • Support hub strategy for market and product lines.
  • Coordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibility.
  • Set and measure a high level of delivery standards driving client satisfaction.
  • Contribute to meet regional revenue targets by supporting repeat sales and timely deliverables.
  • Coordinate and support with regional Sales partners on client and project revenue growth, retention, and profitability.
  • Represent Customer Success at key client meetings, Top-To-Top meetings, and key engagements as relevant.
  • Work with global commercial strategy team and across regions within the global SA&I customer success team to develop and implement best delivery practices.
  • Target reductions in cycle time across ad hoc methods.
  • Drive high level employee engagement and retention.
  • Foster a culture of continuous improvement and accountability to drive organizational efficiency.
  • Key stakeholder in providing input into product and toolkit roadmap, representing regional needs for the practice area.
  • Support/enable industry and thought leadership efforts.

Core KPIs

  • Team Engagement and Retention - Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates.
  • Regional Revenue for the Practice Area: Drive repeat sales, renewals & ensure all delivery schedules are optimized to meet quarterly revenue targets.
  • NPS: Ensure sufficient response rate from clients, increase/maintain baseline performance, support and/or lead key client follow ups and action plans.
  • EBITDA: Support region lead to monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution, manage W&S Delivery budget through a lens of optimization for the region via org design, hubbing, etc. and to manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement.

Qualifications

  • Proven track record in Analytics Consultancy/ Market Research leadership roles.
  • Expertise in (application of) Brand & Media Solutions preferred.
  • Proven leader of high performing teams.
  • Bachelor's Degree required, Master's preferred, or equivalent experience.
  • Knowledge in sales processes in CPG companies, customers, modern and traditional market.
  • Good knowledge of NielsenIQ products, services and data preferred.
  • Strong analytical skills.
  • Proven sales acumen.
  • Strong sense of urgency and accountability to drive client outcomes.
  • Proven experience in leading a team, managing people, and developing talent.
  • Able to work collaboratively with internal & external teams.
  • Capable of maintaining positive client relationships in complex situations & resolving client issues.
  • Strong logic, deductive reasoning, problem-solving, and critical thinking skills.
  • Skilled & polished communicator, including client presentations.
  • Able to synthesize data & simplify findings to solve client business issues.
  • Strong project management skills and ability to manage multiple priorities.
  • Experience using large data sets to find insights and make recommendations.
  • High say-do ratio.
  • Experience in driving organizational transformation is a plus.

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

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.

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