Job Description
As the Associate Director of Customer Success, you will be responsible for leading one of the two Regional Customer Success teams of 7 CSM, ensuring each CSM team member delivers high-quality customer service to our T&D clients including Automotive and Paints clients across all clients.
The role will be responsible for ensuring all customers are using the POS reports and GfK Newron. The role needs to have a deep understanding of the GfK Newron Insight platforms, internal processes, external processes, and customer use cases for each product.
This role will be based in Gurgaon Office, India, but flexible for any other location too.
- Executing the vision and plan for the Customer Success organization, focusing on client engagement, user adoption, positive customer experience (NPS), and driving growth (CSM leads and revenue opportunities).
- Meeting regularly with top-tier clients to support CSMs, both remotely and onsite, for business reviews.
- Guiding the team to achieve organizational goals in a timely manner.
- Managing regular interactions with team members, conducting reviews, and providing feedback for development areas.
- Conducting growth discussions with team members annually.
- Collaborating closely with Regional Sales management to align on strategy, opportunities, and forecasting.
- Organizing and participating in client sessions via webinars or in-person activities, leveraging other NIQ assets to provide a comprehensive market view.
- Addressing client escalations promptly, ensuring resources are allocated as needed, and keeping the company informed of risks.
- Ensuring cross-learning and insight delivery across countries in the region to identify growth opportunities and sharing learnings with clients during quarterly and monthly review sessions.
- Working with the product team to streamline processes and reduce manual work, allowing CSMs to focus on client relationships.
- Leading team meetings to keep the team motivated, engaged, and informed of updates or changes, ensuring alignment with the organization’s vision.
- Demonstrating strong leadership qualities in leading a high-performance team and developing future leaders.
Qualification:
- Education: Master’s in Science or equivalent degree in Business Administration.
- Experience: Over 10 years of hands-on client insight delivery in external client engagements, ideally for T&D POS solutions to large enterprises.
- Proven track record of managing large projects to successful completion on schedule.
- Client management skills: Facilitation and influencing skills to manage expectations.
- Excellent written and verbal communication skills.
- Technical fluency: Ability to translate Newron’s technological capabilities into client usage and establish insight usage at client offices using only the Newron platform.
- Cultural and social competence: Ensuring active and consistent inclusion across teams and driving meaningful engagement with colleagues and clients across business functions (Various People Initiatives).
- Transformational mindset: Ability to think creatively and identify solutions for unique or unexpected circumstances.
- Computational thinking: Confidence in dealing with complexity and making data-driven decisions.
- End-to-end knowledge: Demonstrated intellectual breadth to see long-term goals and the possible ways of achieving them.
- Strong knowledge of cross-disciplinary internal processes and understanding of client data and systems for insight generation.
- Experience working with T&D manufacturers and/or retailers is desired.
- Strong presentation and communication skills with a client-centric approach.
- Proactive and consistent engagement with multi-disciplined teams.
Additional Information
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
Want to keep up with our latest updates?
Follow us on: LinkedIn | Instagram | Twitter | Facebook
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. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
