Customer Success Manager – Brandbank

Company Description

REFID758238

Job Description

(Full-time, hybrid position-must physically sit in NW Arkansas or Chicago)

About This Job

You will be responsible for managing the relationship of key account Walmart, including: client objectives, growth strategy and engagement plan for a portfolio of NIQ Brandbank’s key Retailer clients. You will own every stage of the customer journey from implementation through to renewal and support the continued growth of our business.

You will act as the main point of contact for Walmart, dealing with everything from day-to-day queries through to strategic account planning and development, as well as establishing a network of contacts across the Walmart organization focusing on company-wide engagement with NIQ Brandbank. Your goal will be to ensure that our client is seeing full value from our partnership and the solutions they buy from us.

You will work with all relevant NIQ Brandbank and client stakeholders to ensure implementation goals are met, and that the account migrates to BAU successfully, as well as setting us up for continued growth beyond contract signature.

You will be responsible for achieving Quarterly targets; primarily these will be revenue based, but you will also be accountable for consistently improving retailer coverage metrics and customer satisfaction across your client base.

Responsibilities:

  • Delivering core revenue targets, based on executing contractually agreed revenue and generating new business across your client base
  • Accurately forecasting revenue to the Director of Customer Success and ensuring there is a consistently strong pipeline to deliver core and growth targets. This is generally on a monthly basis, but you may be asked to provide additional forecasts at your Manager’s discretion
  • Developing a full understanding of the NIQ Brandbank value proposition (both related to core service and additional software products), in order to identify opportunities within your client base, and to develop a pipeline of opportunities for the NIQ Brandbank Supplier Sales team.
  • Creating an Account Plan for each client to ensure clarity and alignment on objectives, goals, strategies, and measures by client across the NIQ Brandbank business
  • Executing against client Account Plans and delivering against KPI metrics including product coverage, customer satisfaction and attribute usage
  • Building a rapport with your client base, frequently contacting them to understand their service requirements and identify potential areas where NIQ Brandbank can further support their business objectives. This will support both revenue growth and customer satisfaction
  • Networking within the Clients business to establish additional contacts to broaden value prop within client and establish cross selling and upselling opportunities.
  • Maintaining a strong pipeline of revenue opportunity for the NIQ Brandbank Supplier Sales team, primarily through the obtaining and maintenance of Retailer assortment files, supporting with gap analysis and driving conversion of products to increase our coverage metrics (and therefore revenue)
  • Acting as a liaison between our Supplier client base and your Retailer clients; resolving issues in a timely fashion, helping support Supplier queries, and working in partnership with your Retailer clients to support the NIQ Brandbank sales cycle
  • Ensuring that key contacts within Walmart are established & maintained, and working with these clients to ensure they are educated on the benefits of NIQ Brandbank’s solutions to provide us with advocates across your client’s organization, and that our partnership will be endorsed by your client ongoing
  • Providing support, guidance, training and associated collateral for your clients to ensure a good level of knowledge of the NIQ Brandbank business across all departments as we seek to implement best practice across our client base
  • Dealing with general day – to – day queries and challenges, building a strong network of internal cross – functional stakeholders to support continued delivery of a best – in – class solution for your clients
  • Act as the “voice of the customer” and contribute to business product roadmap developments, marketing initiatives and commercial strategies to ensure we continue to meet our clients needs
  • Maintaining a strong understanding of the digital content industry (competitors, trends in the market etc) and the evolving business terrain that your clients are part of.
  • Spearheading new client implementation as the lead point of contact for our clients, and building a go to market plan both internally and for the client, to ensure we are set up for success once the client has signed with us
  • Operational oversight: Oversee day-to-day operations to ensure the company is running efficiently and effectively

Qualifications

  • Demonstrable success in managing multiple stakeholders for a key client
  • Experience of internal stakeholder management or project management to support client deliverables. Displaying active and consistent inclusion across teams and drive engagement with colleagues and clients across business functions in a meaningful way
  • A proven track record of managing revenue targets, with a strong desire to consistently overachieve against both personal targets and objectives
  • A proven track record of managing multiple projects from conception to completion, and demonstrable success in meeting customer expectations and timelines
  • A good level of experience in key account management, strategic sales planning and implementation, including experience of pipeline management
  • An ability to present at Executive Level and below, controlling meetings to achieve your desired outcome
  • The ability to build relationships with customers of all sizes & types, in order to fully understand their objectives and content solutions
  • An understanding of content syndication and digital product content (preferably shopper content) and its application across businesses. A basic understanding of systems integration would be beneficial
  • An understanding of shopper content and/or the CPG/FMCG industry and related technologies
  • Experience of Product Information Management (PIM) systems and Master Data Management (MDM) systems preferred.
  • Ability to remain calm under pressure and balance immediate, short – term priorities and longer term opportunities
  • Self-motivated, proactive, organized and outcome oriented
  • Excellent verbal and written communication skills in English
  • Degree level education or equivalent experience preferred

Our Benefits

  • Flexible working environment
  • Health insurance
  • Parental leave
  • Life assurance

Additional Information

All your information will be kept confidential according to EEO guidelines.

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 NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.


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