Senior Executive Customer Success

About the role

NielsenIQ (formerly NIQ/GfK) is a global measurement and data analytics company serving consumer packaged goods, tech and durable goods manufacturers and retailers. As a Senior Executive Customer Success in Kuala Lumpur, you will be a strategic partner to clients, helping them get maximum value from the company's solutions while driving commercial growth and keeping client satisfaction high. You will own the client relationship from onboarding through to renewal, and the role requires a solid understanding of FMCG manufacturers and e-commerce.

Key responsibilities

• Build and maintain strategic client relationships through stakeholder mapping, identifying white spaces and expanding your network.
• Create measurable use cases for clients using the context, actions, outcome framework, aligned to their goals.
• Drive thought leadership such as global webinars, LinkedIn posts, workshops and other content.
• Achieve a 15% upsell target by spotting opportunities and proposing innovative solutions.
• Develop account growth plans, stakeholder maps and renewal strategies, reporting updates to leadership twice a year.
• Co-create client roadmaps and keep timelines under review throughout the year.
• Keep client information and files accurately documented in internal systems such as Dynamics.
• Influence improvements to tools and processes with cross-functional teams.

Required profile

• Minimum of 3 years in customer success, account management or a related client-facing role.
• Strong analytical, strategic planning and communication skills.
• Ability to manage complex client portfolios and spot growth opportunities.
• Autonomous, proactive and solution-oriented, motivated by the fast-growing e-commerce market.

Required skills

• Proficiency in CRM systems such as Dynamics and Skalin.
• Data analysis tools.

What we offer

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