Job Description

Customer Success Manager – Bilingual Spanish

Location: Remote, but must be US-based

Travel: <5% (1-2x annually)

Reference ID: REF32823L

About this job

Why Data Impact by NielsenIQ?

The phenomenal development of e-commerce has given rise to huge quantities of data and information. Companies need help utilizing this data, knowing which leverage actions to choose and how to measure their impact.

• At Data Impact by NielsenIQ, we collect over 60 billion pieces of data daily, which we process and use in innovative monitoring tools destined for industry professionals.
• Our objective: to enable our clients to define the best strategy, make the best decisions, and optimize their execution in real-time
• Today: Data-Impact by NielsenIQ is a leader in e-retail and omnichannel analytics; a rapidly growing start-up with clients in more than 45 countries, we are looking for new colleagues to join our fantastic team in the USA
• An experienced, dynamic team with a committed start-up attitude and working environment.
• A uniquely diverse and international environment with more than 42 nationalities
• Career development opportunities
• A friendly, relaxed atmosphere and a climate of mutual trust that promotes autonomy and challenges

Responsibilities

As a Customer Success Manager, you are responsible for the client relationship from onboarding to renewal. This includes providing insights to drive action for our Customers. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment. Under the leadership of the Customer Success Director, you will join our growing American team to manage a portion of our clients in North and South America.

• 50% Insights and analysis
• 20% Client platform adoption
• 20% Renewals and upsells
• 10% Ad-hoc real-time client-facing relationship-building

Responsibilities include, but are not limited to:

• Drive onboarding and training clients on the tool
• Leverage Data Impact Dashboard to identify key insights for Customers
• Main point of contact for Customers for customer requests, problems, and questions
• Maintain positive customer relationships by becoming an industry-expert partner
• Recommend and close upsell opportunities and renewals for our Customers
• Deliver and communicate strong analytics and business reviews to our Customers
• Network to identify new needs from our customers and potential business growth
• Own strategic partnerships and minimize customer churn
• Participate in events and forums

Qualifications

• Fluent in Spanish
• 3+ years of proven experience with FMCG brands, preferably in e-commerce
• Autonomous, looking for new challenges, and accompanying the exploding ecommerce market is a real motivation for you
• Highly organized and able to multi-task
• Strong analytical skills
• Customer mindset, highly responsive, committed to building partnerships, and comfortable handling difficult situations
• Excellent communication skills
• Ability to work in a dynamic and fast-moving team
• Willingness to travel
• Personality traits
• Language requirements
• Knowledge of specific systems

Our Benefits

• Flexible working environment
• Health insurance
• Parental leave
• Life 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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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 NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.