CMI South Africa Customer Success Senior

2 weeks ago

Johannesburg, Gauteng, South Africa NielsenIQ Full time
Job title : CMI South Africa Customer Success SeniorJob Location : Gauteng, JohannesburgDeadline : March 13, 2025Quick Recommended Links
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Job Description

ABOUT THE JOB

  • The SRM is a part of NIQ's Strategic Analytics and Insights (SA&I) team responsible for the SSA region.
  • The role is to be a trusted adviser to our Brand and Media customers, matching SA&I solutions to the client's key business questions.
  • Candidates are responsible for earned revenue and driving revenue growth of through retained business.
  • Candidates will need to have at least 6-7 years of experience in market research and key account management.
  • They will also have strong interpersonal skills and use these to dive deep into the clients' businesses, truly understanding the challenges and questions.
  • They live and breathe clients and can demonstrate the value of SA&I solutions, thus driving engagement and client relationships. 

RESPONSIBILITIES

  • Lead and manage Brand and Media accounts on behalf of NIQ's SA&I team, i.e. act as the main point of contact and trusted advisor for key active clients
  • Conduct regular business reviews with clients and develop & execute strategic account plans
  • Understand client strategies, structures and key business questions to build sustainable client relationships and intimacy
  • Nurture and grow existing relationships (up to senior level) with customers to achieve retained business
  • Understand and execute the value of the SA&I portfolio
  • Manage the revenue base of your accounts, ensuring (earned revenue) targets are met or exceeded
  • Work with the Business Development teams to meet and exceed client expectations and identify opportunities for upselling and cross-selling.
  • Liaise cross-functionally/markets with other NIQ Brand and Media teams, with a focus on a holistic client centric experience
  • Be accountable for the full project execution cycle from set-up to final presentation, delivering project excellence, ensuring high NPS from clients
  • Keep abreast of market research methodologies, clients' industry trends, and competitor activities
  • Lead a dedicated team of researchers ensuring they are upskilled and equipped to deliver according to the needs of client.
  • Positively contribute toward the culture and climate of the SA&I team and wider NIQ organization

REQUIREMENTS

  • A bachelor's degree or postgraduate qualification
  • Minimum 6-7 years work experience in market research and account management
  • Comprehensive knowledge and understanding of market research methods
  • Strong client-oriented attitude
  • Ability to build and maintain long-term customer relationships
  • Able to "actively listen" to clients, identify business opportunities and understand how to provide strategic relevant output
  • Strong design and reporting skills
  • Willingness to go the extra mile
  • Passion, energy and drive, enthusiasm to learn and develop
  • Able to work autonomously and establish own priorities and objectives
  • Comfortable working across teams, bringing together people from different areas of the business
  • Highly organized, with strong leadership skills and the ability to manage people and multiple priorities simultaneously. 
  • Software skills/ MS Office, especially PowerPoint
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