Associate Manager, Customer Success, Bases Games Team

Company Description

REFID568488

Remote based role-- must be physically located within the US

About this job

Day-to-day client partner, ensuring deliverables are delivered on time and address key business questions to result in strong client satisfaction. Manage complex projects end-to-end with the support from the analytical and project development teams.

Responsibilities

Project Delivery: (~55-65%)

• Provides detailed feedback to junior analysts, and pushes senior analysts towards increasing independence in producing high quality deliverables
• Coaches analyst in AP/story meetings, and in prep for these meetings as needed
• Seeks project improvement through more efficient processes, new solutions and leveraging the BASES Ops teams when necessary
• Submits EOD in Project Ops (100% on-time accurate submissions)
• Supports analyst through development/finalization of pre-field inputs in collaboration with PD
• Guides analyst to be client-facing, leaning in with junior analysts as needed
• Manages the overall success of client deliverables
• Maintains client standards (deliverables, terminology, questionnaire standards, study design, etc.)
• Manages the team workload and timeline of all client deliverables, ensuring that the reports are delivered on time and with great quality
• Oversees report review, making final decisions (or escalating complex or controversial results to senior lead for support)
• Ensures BOWTIE is up to date with date changes, and communicates delivery date changes appropriately with Finance as needed (after field start)
• Resolves (or seeks support for resolution of) project issues to maintain timing and delivery standards

Established Scoping: (~5-10%)

• Supports the Account Leader and Account Development team on the production of SOWs
• Reviews/advises on project execution elements for outbound or complex studies (feasibility, timing)

Client Leadership: (~20-30%)

• Serve as day-to-day client partner, executing projects that address client's business needs and keeping pulse on the relationship (CSAT, feedback, etc.)
• Leads bi-weekly client calls, ensuring that the projects are running smoothly and that all client needs are accounted for
• Leads/Supports on high-visibility client presentations to walk client stakeholders through reports, consulting on strategies to grow their business and defend against competitive activity
• Meets or exceeds client revenue target by ensuring strong satisfaction with deliverables and timely issuance of SOWs for inbound established business
• Lead quarterly client summit meetings to check the status and organization of on-going projects, as well as improvements to be made for the next waves

Team Leadership: (~15-25%)

• Generates a vibrant team dynamic that maximizes team commitment and motivation
• Participates in training, thought leadership and/or task forces
• Manages/develops analysts: onboarding, training, regular 1:1s, coaching discussions, performance reviews that identify development areas and stretch opportunities

Qualifications

• A proven track record of managing multiple projects from conception to completion, and demonstrable success in meeting customer expectations and timelines
• Excellent verbal and written communication skills in English
• The ability to build relationships with customers of all sizes & types, in order to fully understand their objectives and content solutions
• Experience of internal stakeholder management or project management to support client deliverables. Displaying active and consistent inclusion across teams and drive engagement with colleagues and clients across business functions in a meaningful way
• Demonstrable success in managing multiple stakeholders for a key client
• A strong desire to consistently overachieve against both personal targets and objectives
• Bachelor's Degree
• A good level of experience in key account management, planning and implementation
• Self-motivated, proactive, organized and outcome oriented
• An ability to present and controlling meetings to achieve your desired outcome
• Ability to remain calm under pressure and balance immediate, short – term priorities and longer term opportunities

Our Benefits

• Life assurance
• Flexible working environment
• Parental leave
• Health insurance

Additional Information

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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NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

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