Senior Manager Customer Success

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Nielsen Consumer LLC Full time

Role Purpose: Lead key accounts and project executions for strategic clients in the vertical and act as consultative partner.

Reporting to: Customer Success Lead PnP, FS/EV

Accountabilities

(The accountabilities listed below are only indicative, they are not meant to be exhaustive)

  • Accountable for developing relationships with key clients and servicing their research requirements; exploring & generating cross-sell/upsell opportunities.
  • Demonstrate expertise across research types such as Brand Health tracking, C-SAT/MS, U&A, etc.
  • New opportunity prospecting, taking research briefs, and developing relevant research proposals through suitable research design and sample plans aligned to the brief and business objectives.
  • Involved in guiding team members in all research-related stages like questionnaire development, data analysis, report writing, and client presentations to drive smooth project execution independently or with team support.
  • Provide advice on project execution, inform clients on progress, and give specific instructions to other departments regarding information collection and electronic processing.
  • Handle client queries or complaints, manage client stakeholders, and provide advice and consultation to clients and staff.

Desired Candidate Profile

Qualifications

  • 9+ years relevant working experience. Experience in Market Research with quantitative research projects is a must.
  • Strong client focus.
  • Strong understanding of research techniques to enable meaningful conversations with all client stakeholders and ensure accurate representation of data in reporting and insights.
  • Ability to understand all technical aspects of research for internal and client-based conversations.
  • Understanding of analysis tools and data interpretation, with excellent numerical skills.
  • Able to influence and persuade to develop long-term sustainable relationships.
  • Excellent presentation development and delivery skills - confident in presenting insights, stories, and actions in face-to-face or group presentations.
  • Displays maturity and creative problem-solving skills in handling crises.
  • Able to operate in a multi-cultural environment and handle multiple stakeholders internally and externally.
  • Knowledge and exposure to more than one market is an added advantage (preferably worked in the international arena/client side/agency side).

Company Industry

  • IT - Software Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Senior Manager Customer Success & Market Research
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