Manager, Customer Success (Activate)

As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll work with other team members to drive the initial implementation and integration. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Activate delivers to their organization. You will develop a deep understanding of customer engagement and the Activate platform so as to create and evolve best practices around the technology. 

Responsibilities:

Client Servicing 

• Passionate about delivering great work 
• Proactively engage each account to ensure that every Activate functionality and offering is being leveraged, maximizing the value of each Activate subscription 
• Work with customers to develop a plan, including metrics for success that outlines how Activate will be addressing their immediate and future needs. 
• Provide continuing education for customers to maximize product usage. 
• Work cohesively with Sales, Product, Support and Data to ensure fast and managed implementation and deployment. 
• Constantly think of innovative ways Activate can increase renewals and drive long term customer success. A proactive approach is taken for each account where cross-selling and up-selling is made a priority. 
• Distribute product expertise through delivery of training and planning workshops to clients. 
• Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their internal and external users 
•  Liaise with customers to track additional requirements and features 
• Work with product, support and R&D to meet customers’ requirements. 
• Work closely with data analysts to provide customers added value analytics and professional out of the system reports and insights. 

A Little About You

Curiosity drives your interest in what moves the market. A proven commercial leader, who can build and execute a sales strategy and plan, and be accountable for sales operations, such as forecast and pipeline management. You thrive in a fast-paced sales environment, have exceptional commercial acumen and very strong client relationship and negotiation skills. A proven people leader, who is passionate about developing and growing talent, who has a track record of building morale and high team engagement. You are a team player who has the ability to collaborate with peers and contribute to the success of NIQ Thailand. 

• A minimum of 3 years’ demonstrated experience working with key customer management, account management, consultancy or sales roles. 
• Demonstrated experience with account planning with complex customer structures. 
• Proven track record of establishing strong customer relationships across levels of an organization. 
• Working in SaaS hi-tech company/ startup as a B2B customer success manager - an advantage. 
• Proven track record in delivering great value to your customers. 
• Excellent presentation and communication skills. 
• Strong communication and interpersonal skills. 
• Diplomacy, tact, and poise when working through customer issues and escalations. 
• Strong organizational/time management skills and the ability to manage multiple projects simultaneously. 
• Demonstrated ability to effectively work cross-functionally. 
• Demonstrated ability to manage complex projects, align resources and manage to measurable business and technology outcomes. 
• Strong analytical skills, proven experience with data analytics and creating insights out of complex data. 
• experience in retail industry, FMCG market, and shopping behavior analytics - an advantage. 

Additional Information

"Remote-hybrid based role, must be physically located within Thailand and candidate must be a Country/Region Resident”

Our Benefits

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

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

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. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion