Full-Time Director, Customer Success

About this jobInnovation matters. SA&I (Strategic Analytics & Insights) is at the core of new product ideas, product messaging, development, validation, and launch strategies.

You'll work with leading marketers and see your work come to life. Influence product direction, launch strategy, or brand revitalization.

Responsibilities

• Drive strong client satisfaction through deliverables and scoping discussions with Account Development.
• Define and execute analytic strategies aligned with client expectations.
• Review and advise on project execution elements (design, feasibility, timing).
• Serve as a strategic client partner, understanding their business needs and innovation process.
• Engage senior insight partners and Account Development to establish broad support for the SA&I team.
• Identify opportunities to strengthen relationships through value-added analytics, validations, training, and thought leadership.
• Ensure the overall success of client deliverables, including final review.
• Join/lead presentations to clients to add senior-level consulting perspective and identify follow-up opportunities.
• Act as the "expert on call," resolving issues and supporting challenging topics, both internally and externally.
• Ensure project date and EOD hygiene in MSD, and 100% compliance with time tracking and project assignments.
• Manage a team (4-6 Analysts/Associate Managers/Managers), providing coaching, training, and support in career development.
• Provide study feedback and own overall performance review process.
• Manage team workload/capacity and engagement.
• Drive team expertise of services, tools, metrics, and client standards.

Qualifications

• 5+ years consulting experience in Innovation Strategy or Sensory Product Research.
• 2+ years experience as Manager+ at NIQ (BASES Customer Success preferred).
• 3+ years people management and/or coaching experience.
• Proficient in Microsoft Office, Microsoft Dynamics, and NIQ's proprietary software (Studio, BOWTIE, etc.).

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