Associate Manager, Customer Success

at  NIELSENIQ

Job Description
As a Customer Success Associate Manager on the BASES Games Team, you will join our collaborative team where we apply BASES solutions, analytical tools and frameworks to the reality and business needs of gaming clients. In this role you’ll work directly with the top gaming companies in the world and be able to present impactful insights to the leaders in the gaming industry! Interested?

QUALIFICATIONS/REQUIREMENTS

• Bachelor’s Degree
• Located in London, UK
• Minimum 3+ years in a market research client facing role, supporting video game console manufacturers
• Minimum 3+ years supporting longitudinal, multi-country, brand heath research on video game console manufacturers
• Minimum 3+ years with direct BASES solutions experiences, specifically in multi-country studies and video games
• Strong analytical skills, including brand tracking, ideally with a focus on PlayStation and its product ecosystem
• Demonstrable success in managing multiple stakeholders for a key client across various video game verticals (hardware, software, online, store, VR)
• Experience of internal stakeholder management or project management to support client deliverables, across multiple countries. Displaying active and consistent inclusion across teams and drive engagement with colleagues and clients across business functions in a meaningful way
• A strong desire to consistently overachieve against both personal targets and objectives
• A proven track record of managing multi country projects from conception to completion, and demonstrable success in meeting customer expectations and timelines
• A good level of experience in key account management, planning and implementation, specifically within video games industry
• An ability to present and controlling meetings to achieve your desired outcome, ideally to a multi-national audience
• Proven history of building relationships with video game customers of all sizes & types, in order to fully understand their objectives and content solutions
• Ability to remain calm under pressure and balance immediate, short – term priorities and longer term opportunities
• Self-motivated, proactive, organized and outcome oriented
• Excellent verbal and written communication skills in English
  Additional Information

Project Delivery: (~55-65% of the time)

• Manages the overall success of client deliverables.
• Manages the team workload and timeline of all client deliverables, ensuring that the reports are delivered on time and with great quality.
• Guides analyst to be client-facing, leaning in with junior analysts as needed
• Supports analyst through development/finalization of pre-field inputs (questionnaires, research materials) in collaboration with the Project Development team.
• Coaches analyst in storytelling, data analysis and in preparation for wider team meetings to discuss the insights found in the data.
• Oversees report review, making final decisions (or escalating complex or controversial results to senior lead for support)
• Maintains client standards (deliverables, terminology, questionnaire standards, study design, etc.)
• Provides detailed feedback to junior analysts, and pushes senior analysts towards increasing independence in producing high quality deliverables.
• Resolves (or seeks support for resolution of) project issues to maintain timing and delivery standards.
• Seeks project improvement through more efficient processes, new solutions and leveraging the BASES Operations teams when necessary.

Established Scoping: (~5-10% of the time)

• Supports the Account Leader and Account Development team on the production of scope of work documents and proposals to clients.Reviews/advises the commercial teams on project execution elements for complex studies, mostly on feasibility and timing.

Client Leadership: (~20-30% of the time)

• Meets or exceeds client revenue target by ensuring strong satisfaction with deliverables and timely issuance of contracts/proposals for inbound established business.
• Serve as day-to-day client partner, executing projects that address client’s business needs and keeping pulse on the relationship (client satisfaction, feedback, etc.)
• Leads bi-weekly client calls, ensuring that the projects are running smoothly and that all client needs are accounted for.
• Leads/Supports on high-visibility client presentations to walk client stakeholders through reports, consulting on strategies to grow their business and defend against competitive activity.
• Lead quarterly client summit meetings to check the status and organization of on-going projects, as well as improvements to be made for the next waves.

Team Leadership: (~15-25% of the time)

• Participates in training, thought leadership projects and/or task forces.
• Manages/develops analysts: onboarding, training, regular 1:1s, coaching discussions, performance reviews that identify development areas and stretch opportunities.
• Generates a vibrant team dynamic that maximizes team commitment and motivation.