Associate Director- Customer Success

• Act as strategic partners to our key local, regional and global clients
• Are an internal and external innovation agent. Drive change for faster reaction to changing market requirement.
• Are well-known senior experts in their market (industry, products, channels etc.)
• Lead a (cross-country) CSM team that takes care of clients in their industry sector

External

• Understands and works with the whole portfolio of Point of Sales- related data with global and key clients (gfknewron market, predict and consumer) and is the central point of contact
• Is a well-known senior market expert for several categories / industry segments
• Delivers insightful top-level presentations and actionable recommendations to our key clients
• Ensures effective and efficient client training and onboarding of new senior customers.
• Educates key and senior customers about the most relevant features/functionalities for their specific business needs.
• Drives high adoption rates (i.e. activation, reactivation and engagement) of gfknewron within senior client organization by demonstrating clear ROI to client to reach our high goals
• Drives regular gfknewron usage with senior stakeholders in the client organization
• Finds and builds, new user base for GfK offerings
• Develops fact-based answers to complex key business questions. Elaborates use cases with clients that shows the value of GfK data and their outcome for the clients
• Coordinates client services cross countries and categories
• Identifies Sales leads for cross sell and upsell opportunities with the client
• Helps to improve renewal rate by demonstrating clear business outcome and value                                                               

Internal

• Leads, guides and trains a team of CSMs for its industry sector
• Makes sure that the client experience is at a high level and servicing comparable over the team members
• Responsible for managing client concerns and making sure of the resolution process through discussion with all internal stakeholders in the organization.
• Being an internal CSM ambassador and multiplicator, drive the CSM spirit within the organization as a role model
• Fully certified CSM (minimum gfknewron market, predict and consumer) and knows and uses the different propositions in detail
• Takeover of special CSM projects (e.g. creation of internal/external training content, etc.)
• Ensures to be updated on relevant knowledge and has deep understanding of platform offerings;
• Collects and provides feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
• Collaborates with account management at the pre-sales and renewal stages, identifies sales leads
• Collaborates with other business unit teams to identify opportunities for strategic assignments
• Coordinates internal client services nationally and internationally
• Is consulted and responsible for its industry sector handling (collaboration with relevant stakeholders – Definitions, Quality, Recruitment)

In other words: You will make the difference as a role model for your team and by being the face of our company and its digital solutions!

Here is what we are looking for additionally:

• Relevant working experience, including team lead experience and top-level analytical skills
• Excellent business understanding in durable consumer goods markets and related Retail
• Ideally more than 10 years of experience in consulting, market research, product management of durables or equivalent business units
• Excellent (country language) and very good English language skills
• Excellent presentation and communication skills, client-centric approach
• Proactive and consistent engagement with multi-disciplined teams
• Co-ordination and decision making of how to achieve client outcomes and organization goals
• Driving delivery of results for clients & GfK across diverse cultures, mind sets, disciplines, and influences
• Passion, dedication, and commitment
• Creativity and the ability to address real-world business problems analytically
• Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude

We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.

Can there be a better place to take center stage in the digital revolution? We are excited to getting to know you!

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

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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