VP Customer Success Operations and Strategy, North America at NielsenIQ (Remote)

| Chicago, IL | Remote
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Job Description

Job Title: VP Customer Success Operations and Strategy, North America

Reports to: Managing Director, Customer Success

Business: Customer Success North America 

Location: United States 

We are looking for a customer-obsessed leader with experience building and scaling a Customer Success organization to accelerate the transformation of the NIQ customer experience. This person will be responsible for defining and driving the Customer Success customer experience and service model, from concept to execution.

Job Responsibilities 

  • Lead customer discovery/research related to service model transformation

  • Define new service model that will accompany the NIQ Connect platform and data product suite

  • Oversee execution of service model with a critical lens on lead generation and retention management, ensuring that Customer Success teams deliver a seamless customer experience 

  • Guide annual Customer Success strategic and operating planning process (financial modeling, capacity planning, talent development planning) 

  • Uncover opportunities to leverage data and technology that will help Customer Success exceed financial and operational performance 

  • Own performance tracking for the Customer Success organization (client health and Customer Success strategy and operational KPIs) 

Preferred Qualifications

  • Bachelor's degree required

  • 10+ years of strategy & operations experience in a senior-level Customer Success or Sales Operations role at a high growth, scaling enterprise 

  • Problem-solver, with proven track record of results developing data-driven programs to drive transformation in a fast-paced and agile business

  • Demonstrated ability to quickly develop relationships, establish credibility, trust, confidence, and influence at all levels of the organization

  • Eager to design and implement innovative and actionable plans that improve customer outcomes, while improving profit

Additional Information

All your information will be kept confidential according to EEO guidelines.

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.

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