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Customer Engagement Manager

2 months ago

Princeton, New Jersey, United States Nielseniq Full time


The Client Success Specialist will be instrumental in delivering Nielseniq Brandbank services to our CPG Retailer clients, ensuring their satisfaction and facilitating their growth.

This position demands a proactive and detail-oriented individual capable of collaborating across various departments and working closely with the Account Executive to effectively serve our clients.

Your primary responsibility will be to oversee the delivery of services to clients, managing both routine operations and specialized projects.

You will also have additional reporting and client engagement duties to assist the Account Executive for this account.

Regular client interactions will be essential to review Brandbank deliverables, and you will become a Subject Matter Expert to support your clients both operationally and strategically.

As the main point of contact for your assigned clients, you will engage with a network of key stakeholders and work to expand these relationships further.

Your goal will be to achieve high levels of Customer Satisfaction and contribute to the overall growth of your retail accounts by supporting your Account Executive.


Client Relationship Management:

Act as the primary liaison for assigned clients, ensuring their needs are met and any issues are addressed promptly.

Establish and nurture strong, long-lasting client relationships.
Conduct regular check-ins and evaluations with clients to ensure satisfaction and pinpoint areas for enhancement.
Coordinate and facilitate regular touchpoints and business review sessions, both virtually and in person.

Maintain comprehensive account plans for your clients, including stakeholder matrices, key deliverables, and any challenges to ensure clients remain satisfied and supportive of Nielseniq Brandbank.


Service Management:
Supervise the delivery of services to clients, ensuring high-quality and timely execution.

Manage retailer service tasks related to specific products/services and all core offerings via various communication methods.

Collaborate with internal teams, particularly operational, to ensure resources are aligned to meet client needs.
Monitor service performance metrics and implement necessary improvements.

Cross-Functional Collaboration:
Work closely with the Account Executive to comprehend client objectives and devise strategies to achieve them.
Engage with various departments, including Sales, Product, Operations, and Support, to ensure a seamless client experience.
Relay client feedback and insights to internal teams to drive product and service enhancements.
Collaborate with the Account Executive to identify and achieve objectives (revenue or otherwise).

Customer Success Initiatives:
Identify opportunities to upsell or cross-sell additional products and services to clients.
Develop and implement tailored customer success plans to meet each client's unique needs and goals.
Provide training and support to clients on the effective use of our products and services.

Reporting and Analysis:
Track and report on key customer success metrics, such as customer satisfaction, retention, and account growth.
Prepare regular reports for management on client status, issues, and overall satisfaction.
Manage a suite of client-facing reports tracking against KPIs.

Minimum Qualifications:
Bachelor's degree in Business, Marketing, or a related field.
Proven experience in customer success, account management, or a related role.
Strong interpersonal and communication skills.
Ability to work independently and collaboratively within a team.
Excellent problem-solving and analytical skills.
Proficiency in CRM software and Microsoft Office Suite.
Strong organizational skills and attention to detail.

Preferred Qualifications:
Experience in the Grocery/Data/eComm sector.
Demonstrated success in managing multiple clients and projects simultaneously.

Additional Information You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out, or for which you will be trained.

Relevant professional, ethical and health and safety standards apply to this role.

This is a client-facing role and as such you are expected to engage with clients regularly.

Flexible working environment
Volunteer time off
About Nielseniq

Nielseniq 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, Nielseniq 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—Nielseniq delivers the Full View.

Nielseniq is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

For more information, visit
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Our commitment to Diversity, Equity, and Inclusion
Nielseniq 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:
Nielseniq News Center .

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