Job DescriptionThe Customer Success Consultant will be working very closely with clients in the FMCG world to have a rigorous understanding of their business, objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs and identify sales opportunities to pass to our account development associates.You will be responsible for maintaining and/or enhancing existing customer relationships, increasing NPS, using deep industry/customer/product knowledge to increase client ROI (across Retail Measurement Service & Consumer Panel Service), & driving adoption of NielsenIQ tools & capabilities.You will leverage the breadth of NielsenIQ product portfolio by developing strong relationships with analytic associates across our business. Identify opportunities to collaborate and deliver provocative Thought Leadership on market, industry and category trends which can be shared across our client base.ResponsibilitiesEarning Client Trust and Building Relationships:Serves as the relationship owner within Customer Success to manage client relationship and execute critical communications.Builds a network of effective and meaningful relationships at all levels to maximize business opportunities.Understanding Client Needs:Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan.Leads Quantified Business Opportunity and Client Review process, focusing on service delivery and ROI elements, highlighting outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining Joint Business Plan to align with customer priorities and objectives.Leads and owns NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized.Leverages existing NielsenIQ tools to advance Customer business objectives through strategic thought leadership and flawless execution.Responsible for identifying opportunities through day-to-day engagements and handing off opportunities to Account Development to pursue.Acts as Voice of Customer ensuring client needs are being met by the appropriate teams – whether this is data quality escalation or a reporting needs.People Management (Not Direct reports):Establish high standards of performance and hold associates firmly accountable for meeting with those standards.Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards.Act as coach, guide and mentor to employees and contribute to succession plan for the team.Establish a strong team environment focused on exceeding internal and external client requirements.This does not involve an element of Direct reports of direct team leadership.RequirementsExtensive experience of analyzing data in an FMCG environment.Strong planning and servicing skills.Experience of working with clients to solve business issues.Excellent communication, presentation and interpersonal skills.Demonstration of how to design solutions to answer client business issues.A consultative style of working.A proven track record of delivering success through others.Ability to build strong networks and relationships, internally and with clients.
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