Director, Customer Success

Company Description

REF16441S

Have you ever walked down an aisle in your local retailer and wondered why your favorite beverage or food product moved? At NielsenIQ, we work with U.S. manufacturers and retailers to help them understand their consumers and optimize their business down every aisle. On the Nielsen Retail Team, we work face-to-face with our clients and use NielsenIQ solutions to help answer questions such as understanding their customer, guiding pricing strategies and determining assortment changes. Our insights help clients make decisions and determine what products you ultimately see on the shelf and online. Every day brings a new challenge when working in the fast-paced retail environment.

Our Client Engagement team members are experts within their categories, NielsenIQ solutions and are viewed as trusted partners by our clients.  We work with our clients as a consultant, a problem solver, and the voice of NielsenIQ at our clients.  When you join the NielsenIQ team, you’re signing up for an experience that requires flexibility, curiosity, and passion.

The Director of Client Success is accountable for driving outcomes & value for retail clients based on the Nielsen Solutions and Services committed to client per client contract. This role will drive, through their teams, client satisfaction and ROI.  In turn, supporting account expansion and sales, in partnership with the Sales team is a key responsibility.  Works successfully across a matrixed organization structure, fully leveraging the service model to lead the client facing team(s).  This role will develop into a leader of our retail insights teams and should be able to coach their reports on telling data driven stories that are impactful.

Job Description

• Leading client teams to deliver quality work that is in line with the contracts and client expectations that can include helping them to
• Upskilling clients to use our tools & training
• Helping team and clients understand & interpret information
• Driving value & insights with client though analyses and deliverables
• Ensuring client satisfaction and NPS score performance
• Ensuring all scheduled reports are delivered on time
• Developing client relationships to ensure our teams are delivering value, to uncover new opportunities/leads for NIQ, and to proactively address challenges
• Co-developing with Sales external Joint Business Plan with client for assigned business units 
• Developing internal Joint Business Plan with Sales Leaders & Practice Areas for assigned business units 
• Identifying sales opportunities for Nielsen Services and Solution to help client achieve strategic objectives 
• Coaching of on-site Client Consulting team to ensure timely outcomes and value is delivered to client via analytics delivered 
• Partnering with support and matrixed teams ensure client teams are enabled to deliver
• Building and maintaining strong networking with key players at client and leading discussions with a wide range of decision influencers and budget owners 
• Working collaboratively with Practice/Retail Analytic Consulting teams to ensure all work is connected to client business issues, is delivered on-time, and focused on outcome 
• Representing the voice of your clients within the NIelsenIQ organization for the collaborative power of winning strategies for both the client and the business

Qualifications

• At least 10 years of Retail or CPG-oriented consultative selling experience
• Relevant experience with research techniques & solutions in the related industries of Retail, Consumer Packaged Goods, Consulting, Information, Sales, Analytics or similar
• Effective in senior level communications, influencing
• Team leadership and managing multiple account teams
• Excellent written and verbal communication skills; ability to articulate complex issues in a concise and persuasive manner to a diverse audience
• A flexible approach to communication; able to adapt their message quickly to the appropriate level or function with poise and polish
• Proven consultative selling skills; able to identify and diagnose root client issues versus symptoms and link the diagnosis to NielsenIQ solutions
• Familiarity working and pragmatic knowledge of various syndicated data offerings; ability to translate data knowledge into tactical and strategic solution frameworks
• Willingness to travel will depend on the location of the candidate's residence.  Location requirements are flexible.
• Bachelor's degree required, MBA preferred         

Additional Information

Travel Expected:  25% of the time                

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

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.