Senior Executive Customer Success

NielsenIQ; Kuala Lumpur; On-site; MYR 112,000 - 167,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

Job summary

NIQ/GFK is seeking a Senior Executive Customer Success to partner with clients, ensuring maximum value from our solutions while driving commercial growth and high client satisfaction. You will manage the client relationship from onboarding through renewal in a fast-paced FMCG/ecommerce environment.

The role demands strong analytical and strategic planning abilities and experience with CRM systems, enabling you to lead cross-functional initiatives and contribute to overall client success.

Qualifications

• Minimum 3 years in customer success or related role.
• Strong analytical, strategic planning, and communication skills.
• Experience with CRM systems and data analysis is required.

Responsibilities

• Build and maintain strategic client relationships; develop stakeholder maps and use cases.
• Achieve 15% upsell; develop growth plans and renewal strategies.
• Lead client roadmaps; ensure timelines; document data in systems like Dynamics; drive improvements.

Skills

Customer success

Account management

Analytics

Strategic planning

Communication

Tools

Dynamics

Skalin

Data analysis tools

Job description

NIQ/GFK is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods, Tech & Durable manufacturers and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com .

NIQ GFK is committed to hiring and retaining a diverse workforce. 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

Job Description

Role Summary:
As a Senior Executive Customer Success, 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 the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment and be organized and driven.

Key Responsibilities:

1. Client Partnership & Thought Leadership
   Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network.
   Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals.
   Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.
2. Commercial Success
   Achieve a 15% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions.
   Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.
3. Operational Excellence
   Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes.
   Oversee the accurate and timely documentation of client information and files in interal systems, e.g. Dynamics.
   Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.

Qualifications

• Experience: Minimum of 3 years in customer success, account management, or a related client-facing role.
• Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
• Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
• Client-Centric Approach: A deep commitment to client success, with a proactive and solution-oriented mindset.
• Attitude: Autonomous, looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you

Additional Information

• Flexible working environment
• Volunteer time off

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws.We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact.To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion

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