Customer Success Senior Manager at GFK

Job Description

• Act as strategic partners to our local, regional (and global) clients
• Are an internal and external innovation agent. Drive change for faster reaction to changing market requirement.
• Are well-known experts in their market (industry, products, channels etc.)
• Lead a team of industry CSMs

External

• Understands and works with the whole portfolio of POS-related data with key clients (gfknewron market, including the understanding for predict and/or consumer) and is the central point of contact
• Ensures effective and efficient client training and onboarding of new customers.
• Educates key and senior customers about the most relevant features/functionalities for their specific business needs.
• Drives high adoption rates (i.e. activation, reactivation and engagement) of gfknewron within senior client organization by demonstrating clear ROI to client to reach our high goals
• Drives regular gfknewron usage with senior stakeholders in the client organization
• Finds and builds, new user base for GfK offerings
• Develops fact-based answers to complex key business questions. Elaborates use cases with clients that shows the value of GfK data and their outcome for the clients
• Is a well-known market expert for several categories / industry segments
• Delivers insightful top-level presentations and actionable recommendations to our key clients
• Coordinates client services cross countries and categories
• Identifies leads for cross sell and upsell opportunities with the client
• Helps to improve renewal rate by demonstrating clear business outcome and value                                                                                                                                                                            

Internal

• Leads, guides and trains a team of industry CSMs for its industry sector
• Makes sure that the client experience is at a high level and servicing comparable over the team members
• Fully certified CSM (minimum gfknewron market, preferably gfknewron consumer and predict as well) and knows and uses the different propositions
• Takeover of special CSM projects (e.g. creation of internal/external training content, etc.)
• Being an internal CSM ambassador and multiplicator, drive the CSM spirit within the organization as a role model
• Ensures to be updated on relevant knowledge and has understanding of platform offerings;
• Collects and provides feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
• Collaborates with account management at the pre-sales and renewal stages, identifies sales leads
• Collaborates with other business unit teams to identify opportunities for strategic assignments
• Coordinates internal client services nationally and internationally
• Is consulted and responsible for its industry sector handling (collaboration with relevant stakeholders – Definitions, Quality, Recruitment)
• Validates / conduct QC to guarantee GfK seal of quality

In other words: You will make the difference by being the face of our company and its digital solutions!

Here is what we are looking for additionally:

• Relevant working experience, experienced in leading a team
• Excellent business understanding in durable consumer goods markets and related Retail
• Expertise for 8 product categories and markets
• Ideally more than 8 years of experience in consulting, market research, product management of durables or equivalent business units
• Excellent (country language) and very good English language skills
• Excellent presentation and communication skills, client-centric approach
• Proactive and consistent engagement with multi-disciplined teams
• Co-ordination and decision making of how to achieve client outcomes and organisation goals
• Driving delivery of results for clients & GfK across diverse cultures, mind sets, disciplines, and influences
• Passion, dedication, and commitment
• Creativity and the ability to address real-world business problems analytically
• Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude