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North America / United States / IL / Chicago /

Customer Success

#: 744000085991145 / R25_0021064|US

Mid-Senior Level

Full-Time

Job Description

About this job 

At NIQ, we deliver the most complete and clear understanding of consumer buying behavior that reveals new pathways to growth. We are looking to hire a Manager, Customer Success to be a part of our Innovation Practice team, within NIQ’s Strategic Analytics & Insights (SA&I) business. 

Innovation matters. With best-in-class research and predictive analytical tools, SA&I’s Innovation Practice is at the core of our client’s new product ideas, product messaging that inspires action, product development and validation, and optimal launch strategies. In the Innovation Practice, you will work with industry leading marketers and see your work come to life.  If you want to influence the direction of a new product, the strategy of how to launch, or how best to reinvigorate a struggling brand – in the SA&I Innovation Practice, you can.  

Be curious. Be collaborative. Be forward thinking.  Join the SA&I Innovation Practice and work with our clients as a consultant, a problem solver, and influence the future of their innovations. 

Job Purpose 

  • Ownership of high-quality client deliverables 

  • Accountable for supporting the region in achieving and exceeding revenue targets through excellence in partnership with Innovation colleagues to meet client expectations and deliver quality deliverables 

  • Coach analysts on projects, guiding the development of quality analyses 

  • Support capacity planning activities, to ensure work is being done efficiently and in a timely manner 

Responsibilities 

When you join the SA&I Innovation Practice team, you’re signing up for an experience that requires a collaborative mindset, flexibility, curiosity, creativity, and passion. As a Manager, Customer Success you will have the following responsibilities: 

  • Commercial & Client Leadership:   

  • Drive strong client satisfaction by demonstrating complete ownership of projects and delivering high quality deliverables 

  • Lead client meetings, present study results, and conduct external presentations, as appropriate 

  • Work closely with Account Development and Customer Success leads to define and execute against an analytic strategy that is aligned to client expectations 

  • Consistently engage insight partners to establish broad support for SA&I as a partner 

  • Support opportunities to strengthen relationships through value-added analytics, training, thought leadership, etc. 

  • Project Scoping/Study Design Expertise:   

  • Ensure project date and financial hygiene requirements are kept current in Microsoft Dynamics, and execute 100% compliance with time tracking and project assignments 

  • Review/advise on project execution elements for complex studies (design, feasibility, timing, protocols, survey, stimuli, product logistics) 

  • Project Delivery & Analytical Leadership:   

  • Ensure the overall success of client deliverables, including final review on smaller/streamlined projects 

  • Join/lead presentations with clients and execute follow-up opportunities, as needed 

  • Own the analytical process by becoming an expert on the SA&I Innovation Practice’s BASES suite of product development solutions, including our BASES AI Product Developer and Custom Sensory Product solutions 

  • Team Leadership:   

  • Provide study feedback to Analysts/Senior Analysts and support their development as a coach   

  • Provide ongoing analyst feedback to team lead (Director/VP) to support formal performance development/review 

  • Support workload/capacity planning with Customer Success team lead 

  • Be an advocate for improving the efficiency of internal processes 

Qualifications

  • 4+ years of experience in a client-facing consulting role, preferably in a custom product research environment, or custom survey-based research role 

  • Highly proficient in Microsoft Office and Microsoft Dynamics 

  • Detail orientation and strong organization skills  

  • Strong written and verbal communication skills 

  • Highly proficient in custom survey design 

  • Strong time management skills, able to juggle multiple priorities in a fast-paced environment 

  • Ideally, experience with product/sensory testing across various methods and designs (CLT, IHUT, IDIs, blinded/unblinded, sequential- monadic, etc.) 

https://jobs.smartrecruiters.com/NielsenIQ/744000085991145-manager-customer-success

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