Manager, Customer Success - U.S. Optics

As the Manager Customer Success Optics you will be the primary point of contact for key clients in the U.S. optics and eyecare space with focus on contact lenses. Youll lead customer success initiatives to elevate the NIQ experience at key touchpoints of the customer journey maximize retention and support profitable growth.

This role is ideal for a client-focused analytical professional with deep knowledge of the U.S. optics industry.

Responsibilities:

External stakeholders:

• Independently manage relationships with U.S.-based clients
• Lead onboarding and training for new customers in the U.S. market
• Drive adoption (i.e. activation reactivation and engagement) of gfknewron and NIQ platforms
• Deliver insights in a clear and actionable format to support client decision-making
• Build and present category review analyses to identify key market trends growth opportunities and competitive dynamics using a consultative approach
• Own end-to-end ad-hoc scheduled and proactive business issue analyses ensuring a comprehensive and strategic approach from briefing to delivery
• Act as a trusted advisor and thought leader in the U.S. optics and contact lens industry
• Engage clients in order to measure NPS (Net Promoter Score) based on the service provided to them
• Work with clients to identify priorities and quantify business opportunities using NIQ solutions demonstrating clear ROI
• Gather client and industry feedback to inform product teams of necessary improvements
• Act as central point of contact for product related questions such as methodology and quality
• Find and build new user base for NIQ offerings
• Identify leads for cross sell and upsell through servicing events
• Help improve renewal rate by demonstrating clear business outcome and value
• May engage and deliver insights to retailers on limited occasions

Internal stakeholders:

• Collaborate with global teams to align U.S. insights with broader strategies
• Become the voice of the customer to relay its needs within different internal organizations (product operations quality business intelligence)
• Work closely with:
  • Account Development/Sales team to develop joint business plans governance meetings align on customer priorities support at pre-sales and renewal stages
  • Product/panel management team in order to support improvements and quality checks
  • Retail team in order support their recruitment efforts and servicing on occasion
• Stay up to date on relevant knowledge with deep understanding of NIQ platform and solutions
• Collaborate with other business unit teams to identify opportunities for strategic assignments
• Coordination and decision making of how to achieve client outcomes and organization goals with intermediate complexity
• May rely on support from managers when engaging senior client stakeholders or managing high complex situations and projects

Qualifications :

• 5-8 years of experience in customer success consulting market research or product management in the optics eyecare or consumer goods sectors
• Strong understanding of the U.S. vision care/contact lenses industry and retail landscape is desirable
• Strong presentation and communication skills client-centric approach
• Analytical mindset comfortable in developing insightful storytelling from large quantitative datasets
• Experience working cross-functionally in a matrixed organization.
• Flexible and open to work in a fast-paced changing environment
• Proactive and consistent engagement with multi-disciplined teams
• Passion dedication and commitment
• Eagerness to learn open mindset team spirit and an entrepreneurial attitude
• Willingness and ability to travel within the U.S. as needed
• Must be based in Central or Eastern US time zones USA or Canada

Additional Information :

This role has a market-competitive salary with an anticipated base compensation of the following range: $76500-$110000. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a sales-based incentive or performance-based bonus. Other benefits include a flexible working environment comprehensive health insurance industry-leading parental leave life insurance education support and more. 

Our Benefits

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

About NIQ

NIQ is the worlds 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

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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:  Work :

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