Job Description
Job Description
The Customer Success 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 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.
Success in this role will be measured by achieving quarterly revenue targets, improving retailer coverage metrics, and enhancing customer satisfaction KPIs.
Responsibilities:
Client Relationship Management:
Create Account Development Plans for relevant accounts, detailing Objectives, Goals, Strategies & Measures.
Ensure that you take full accountability for driving coverage within your client base across the various that we offer.
Ensure that NIQ Brandbank has valid contracts in place with all retailers drive business value.
Act as a key liaison between the team and other business functions, identifying and prioritizing business improvement areas to continually deliver best-in-class service to our clients.
Ensuring high levels of engagement and satisfaction with the client you manage
Develop a comprehensive understanding of the Nielsen Brandbank value proposition.
Build rapport with your allocated clients by frequently contacting them to understand their service requirements and identify potential areas for additional support.
Service Management:
Work with the operations team to ensure items are scheduled for delivery and manage any related queries or issues.
Create engagement plans to resolve ongoing client issues, working with various business functions to drive process improvement and achieve strong customer satisfaction.
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.
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.
Job Tags
Permanent employment,