Senior Executive, Customer Success (NIQ Digital Shelf) | FMCG & E-commerce

NielsenIQ; Petaling Jaya; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to drive client satisfaction and commercial growth. In this dynamic role, you will partner with clients to ensure they maximize the value of our innovative solutions. Your expertise in FMCG and e-commerce will be crucial as you develop strategic relationships, lead thought leadership initiatives, and oversee operational excellence. Join a forward-thinking company that values diversity and offers a flexible working environment, empowering you to thrive in your career while making a significant impact in the industry.

Benefits

Flexible Working Environment

Volunteer Time Off

LinkedIn Learning

Employee Assistance Program (EAP)

Qualifications

• 3+ years in customer success or account management roles.
• Strong analytical and strategic planning skills.

Responsibilities

• Build and maintain strategic client relationships.
• Develop account growth plans and renewal strategies.

Skills

Analytical Skills

Strategic Planning

Communication Skills

Client Relationship Management

Proactive Solutions Orientation

Education

Bachelor's Degree

Tools

CRM Systems (Dynamics, Skalin)

Data Analysis Tools

Job description

Job Description

As a Customer Success Manager at NIQ Digital Shelf, you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for managing client relationships from onboarding through renewal, providing insights to drive actionable outcomes. This role requires a solid understanding of FMCG manufacturing and e-commerce environments. You must thrive in a high-paced, organized, and driven setting.

Key Responsibilities:

1. Client Partnership & Thought Leadership

• Build and maintain strategic relationships with clients by developing stakeholder maps, identifying white spaces, and expanding your contact network.
• Create measurable use cases for clients using the 'context, actions, outcome' framework, aligned with their goals.
• Lead thought leadership initiatives such as webinars, LinkedIn posts, workshops, and content strategies to position NIQ as a trusted partner.

Commercial Success

• Develop account growth plans, stakeholder maps, and renewal strategies, providing updates to leadership bi-annually.

Operational Excellence

• Co-create client roadmaps, ensuring timelines are met and revisited to accommodate changes.
• Oversee accurate and timely documentation of client information in internal systems like Dynamics.

Innovation & Continuous Improvement

• Identify and influence opportunities for process or tool improvements, collaborating across teams.

Qualifications

• Experience: At least 3 years in customer success, account management, or related client-facing roles.
• Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex portfolios and identify growth opportunities.
• Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
• Client-Centric Approach: Deep commitment to client success with a proactive, solutions-oriented mindset.
• Attitude: Autonomous, eager for new challenges, and motivated by the expanding e-commerce market.

Additional Information

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee Assistance Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering comprehensive insights into consumer buying behavior and growth opportunities. In 2023, NIQ merged with GfK, expanding its global reach. With advanced analytics and state-of-the-art platforms, NIQ provides the Full View of retail and consumer data. As an Advent International portfolio company, NIQ operates in over 100 markets, covering more than 90% of the global population.

For more information, visit NIQ.com

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Our Commitment to Diversity, Equity, and Inclusion

NIQ is dedicated to reflecting the diversity of our clients, communities, and markets. We aim to embed inclusion and diversity into all aspects of our workforce, measurement, and products. We invite candidates who share this mission to join us. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or other protected classes. Learn more at: NIQ Diversity & Inclusion