As a Customer Success Manager (CSM), you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment and be organised and driven.

1. Client Partnership & Thought Leadership

- Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network.
- Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals.
- Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.

2. Commercial Success

- Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with creative solutions.
- Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.

3. Operational Excellence

- Lead the co‑creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes.
- Oversee the accurate and timely documentation of client information and files in internal systems, e.g. Dynamics.

4. Innovation & Continuous Improvement





- Influence improvement opportunities for tools or processes, collaborating with cross‑functional teams.

Qualifications

- Experience: Minimum of 2 years in customer success, account management, or a related client‑facing role.
- Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
- Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
- Client‑Centric Approach: A deep commitment to client success, with a proactive and solution‑oriented mindset.
- Attitude: Autonomous, looking for new challenges and accompanying the exploding e‑commerce market is a real motivation for you.

Our Benefits

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

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 global/en/news-center/diversity-inclusion

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📌 Customer Success Manager (City of Sydney)
🏢 NielsenIQ
📍 City of Sydney