Customer Success and Insights Executive

7 months ago

Stockport, United Kingdom NielsenIQ Full time

**Company Description**
At CGA by NielsenIQ we work with the biggest and most renowned food and drink businesses and most iconic brands, to help them understand the drivers of their performance as well as the consumer and market dynamics at play. Our mission is clear: To use our phenomenal data and unrivaled expertise to provide our partners with fresh insight to help them be successful in the market we love.

CGA’s Customer Success and Insights Executives work closely with many of the world’s leading drink brands to help them make better and more informed decisions. Managing a portfolio of world renowned clients, the Customer Success and Insights Executive builds & maintains strong & long-lasting peer to peer relationships with key stakeholders & decision makers. This role is crucial in driving business growth through best in class client management, and developing proactive account plans in order to meet client retention & budget targets. As an expert on both the market and CGA’s suite of services, the Customer Success and Insights Executive identifies, proposes, upsells & implements the most appropriate projects or solutions in order to exceed our client’s ROI & service expectations. Demonstrating leadership skills, the Customer Success and Insights Executive is a mentor for their Graduate Client Managers and supports the team to not only achieve the team & business objectives, but their team’s own personal development goals. The Customer Success and Insights Executive is always a custodian of CGA’s culture & core values.

**Main Duties & Responsibilities**

Reporting & Database deliveries:

- Responsible for ensuring all CS validation of OPMS is complete
- First line support to AM, supporting where necessary the stakeholder engagement required to deliver database/reporting developments

Analysis & Presentation Creation
- Oversee the delivery of all work & presentations for the client, ensuring work is delivered to the highest standard & on time.
- Review story board & presentation structure in relation to brief, providing feedback & advice for enhancements where necessary
- Set regular milestones for project review, ensuring all work is completed to a high quality & in a timely manner

Client Management
- Responsible for delivering excellent customer service at all times
- Ensure all contractual obligations are met
- Ensure contract renewals are signed & agreed two months in advance of contract expiry
- Produce yearly account plans for each client, identifying new opportunities & strategies for growth
- Ensure all meetings/ on-sites are well planned to achieve optimum client engagement
- Grow network of stakeholders across client businesses, building & maintaining strong peer to peer relationships through regular on site visits & face to face meetings
- Drive revenue generation & sales pipeline to meet & exceed agreed revenue targets
- Sell & support CGA’s complete service offering, & confidently promote USPs of CGA services vs competitor alternatives
- Prepare & deliver top quality proposals & presentations
- Gain regular client feedback on all aspects of CGA service, feeding back to AD & CS Director in order to inform CGA’s ongoing client strategy
- In conjunction with AD proactively organise account performance reviews with client
- Investigate & solve any client problems, complaints or data queries
- Draw on CGA services, market expertise & understanding of client business to advise client on how to achieve their goals in the most effective manner
- Work with Client Director to identify opportunities for board level engagement & strategic consultancy prospects

Leadership
- Demonstrate role model behaviour - live CGA’s vision, mission statement & values
- Demonstrate intellectual integrity, ensure your actions fit your words
- Successfully manage & motivate the team to fulfil all business responsibilities
- Hold regular reviews/touch points with team
- Ensure PDPs are completed
- Create & regularly review development plan for each team member
- Committed to continuous coaching outside of the structured training plan
- Co-ordinate & run training sessions where necessary
- Engage team through great communication & facilitating opportunities for development; inspiring & helping them see how what they do connects
- Demonstrate commitment to ensuring team wellbeing
- Demonstrate great leadership amongst peer group as well as within own team
- Provide AD with weekly revenue updates & monthly team development updates
- Manage up effectively & seek out AD expertise where necessary

**Qualifications** Qualifications**:

- Experience in building insights
- Client management experience (can be strong stakeholder management experience)
- Comfortable with using and interpreting data
- Excellent Excel and PPT skills
- Fluency in English
- Result-oriented, proactive and determined approach with a ‘can do’ attitude

**Additional Information** What we can offer**
- Hybrid & flexible working mod

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