KSA Customer Success Lead
Job details
KSA Customer Success Lead Full-time Job Description Client Servicing and Value Creation Accountable for his/her team to deliver against SLA for assigned clients and accountable to manage the client relationship Gets involved in client relationship management throughout issue escalation in collaboration with internal stakeholders Ensures delivery of meaningful and value-added insights to assigned clients. Delivery on client business issues and tracking of outcomes Where required presents to varied client audiences delivering insightful and actionable recommendations Contribute to Thought Leadership and other industry presentations where required Responsible for collecting Voice of Client on their experience & servicing quality Responsible for creating the senior stakeholder engagement and build the rapport with these stakeholders Commercial Responsibilities Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage Accountable for identifying opportunities through day-to-day engagement and handling off to Commercial teams for further stages. Client Engagement Model Owns the client relationship and responsible to make sure his/her team to regularly update client health internal tracker, with ability to anticipate issues before they occur, bringing all NielsenIQ functions and key partners together to act on/resolve issues. Leads the Joint Business Plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives Leads Client review process, focusing on service quality and ROI elements to refine the Joint Business Plan and alignment with clients on a regular basis Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations. People Management Responsible of a team of analytics & insights including people managers. Ensuring his/her team to prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions. 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 Qualifications Years of experience: 9-10 or more years’ experience with good knowledge of research products, services and data. Excellent awareness of market conditions and client business environment Very good client-facing and communication/presentation skills Financial understanding (e.g. P&L, EBITDA) and how this relates to business success Demonstrates excellent client leadership Excellent consultative selling skills Capable of working as part of a team within a fast paced, challenging and demanding environment whilst maintaining high standards Strong negotiator Experienced people manager What We Can Offer Friendly community and team culture that promotes flexibility, openness, and simplicity Interesting work in a dynamic environment and a multi-cultural team Great learning and career development opportunities Onboarding programs and trainings Additional Information 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. Follow us on: | | | 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 NielsenIQ News Center: NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process. KSA Customer Success Lead Riyadh, Saudi Arabia * Full-time #J-18808-Ljbffr
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