Customer Success Consultant Manager

About the role

NielsenIQ is looking for a Customer Success Consultant Manager in Cape Town. You will work very closely with FMCG clients to understand their business, objectives, priorities and investment decisions, and turn that insight into sales opportunities passed to account development associates. You will maintain and strengthen existing customer relationships, increase NPS, raise client ROI across Retail Measurement Service and Consumer Panel Service, and drive adoption of NielsenIQ tools.

Key responsibilities

• Serve as the relationship owner in Customer Success, managing client relationships and executing key communications
• Lead the Joint Business Plan process, defining success, service delivery and ways of working, and bring in analytic and data quality elements with other commercial functions
• Lead the Quantified Business Opportunity and Client Review process, tracking priorities, feedback and NPS, and refine the Joint Business Plan to match customer priorities
• Own the NPS process, regularly reviewing success metrics, quality, escalation and coverage
• Use NielsenIQ tools and thought leadership to advance client objectives, and hand off opportunities to Account Development
• Act as Voice of Customer, escalating data quality issues or reporting needs to the right teams
• Manage people without direct reports: set performance standards, give support, recognition and feedback, coach and mentor staff, and contribute to the team's succession plan

Required profile

• Extensive experience analysing data in an FMCG environment
• Experience working with clients to solve business issues
• Consultative working style and ability to build strong internal and client networks
• Proven track record of delivering results through others

Required skills

• Strong planning and servicing skills
• Excellent communication, presentation and interpersonal skills
• Ability to design solutions that answer client business issues

What we offer

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee Assistance Program (EAP)