Manager, Customer Success - Optics

Company Description Location: Toronto, Canada preferred R25_0015229 Job Description As the Manager, Customer Success – Optics, you will be the primary point of contact for key clients in the North America vision care/optics and eyecare space, with focus on contact lenses. You’ll 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 optics industry. Responsibilities: External stakeholders:

• Independently manage relationships with clients
• Lead onboarding and training for new customers in the 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 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 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 North America 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 Canada

Additional InformationOur Benefits

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

About NIQ NIQ 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, NIQ 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—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook Our commitment to Diversity, Equity, and Inclusion At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion