Full-Time Customer Success Leader - Brand & Media

Customer Success Leader - Brand & Media

About this jobIn this Strategic Leadership Role, you will be responsible for Customer Success for the Brand & Media Strategic Analytics & Insight Practice Area across WE reporting into the SA&I Customer Success regional leader.

Key responsibilities:

• Delivering with excellence while maintaining delivery standards
• Driving high operational efficiency and a strong sales mindset (support upselling & cross-selling)
• Enabling timely revenue recognition and profitable execution

Responsibilities

• Support the Regional Customer Success lead in designing the practice area organization balancing methodological, language and technical needs
• Support the Regional Customer Success lead in managing the P&L of the practice area including W&S and T&E budgets
• Support hub strategy for market and product lines
• Coordinate and drive cross-training programs to maximize solution and delivery excellence, expertise, and staffing flexibility
• Set and measure a high level of delivery standards driving client satisfaction
• Contribute to meet regional revenue targets by supporting repeat sales and timely deliverables
• Coordinate and support with regional Sales partners on client and project revenue growth, retention, and profitability
• Represent Customer Success at key client meetings, Top-To-Top meetings, and key engagements
• Work with global commercial strategy team and across regions within the global SA&I customer success team to develop and implement best delivery practices
• Target reductions in cycle time across ad hoc methods
• Drive high level employee engagement and retention
• Foster a culture of continuous improvement and accountability to drive organizational efficiency
• Key stakeholder in providing input into product and toolkit roadmap, representing regional needs for the practice area
• Support/enable industry and thought leadership efforts

Core KPIs

• Team Engagement and Retention - Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates
• Regional Revenue for the Practice Area: Drive repeat sales, renewals & Ensure all delivery schedules are optimized to meet quarterly revenue targets
• NPS: Ensure sufficient response rate from clients, Increase/maintain baseline performance, Support and/or lead key client follow ups and action plans
• EBITDA - Support region lead to: Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution, Manage W&S Delivery budget through a lens of optimization for the region via org design, hubbing, etc. and to Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement

Qualification

• Proven track record in Analytics Consultancy/ Market Research leadership roles
• Expertise in (application of) Brand & Media Solutions preferred
• Proven leader of high performing teams
• Bachelor's Degree required, Master’s preferred, or equivalent experience
• Knowledge in sales processes in CPG companies, customers, modern and traditional market
• Good knowledge of NielsenIQ products, services and data preferred
• Strong analytical skills
• Proven sales acumen
• Strong sense of urgency and accountability to drive client outcomes
• Proven experience in leading a team, managing people, and developing talent
• Able to work collaboratively with internal & external teams
• Capable to maintain positive client relationships in complex situations & resolve client issues
• Strong logic, deductive reasoning, problem-solving, and critical thinking skills
• Skilled & polished communicator, including client presentations
• Able to synthesize data & simplify findings to solve client business issues
• Strong project management skills and ability to manage multiple priorities
• Experience using large data sets to finding insights and make recommendations
• High say-do ratio
• Experience in driving organizational transformation is a plus

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