Manager, Customer Success – Optics

Company DescriptionLocation: Toronto, Canada preferredR25_0015229#LI-RemoteJob DescriptionAs 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 clientsLead onboarding and training for new customers in the marketDrive adoption (i.e. activation, reactivation and engagement) of gfknewron and NIQ platformsDeliver insights in a clear and actionable format to support client decision-makingBuild and present category review analyses to identify key market trends, growth opportunities, and competitive dynamics, using a consultative approachOwn end-to-end ad-hoc, scheduled, and proactive business issue analyses, ensuring a comprehensive and strategic approach from briefing to deliveryAct as a trusted advisor and thought leader in the optics and contact lens industryEngage clients in order to measure NPS (Net Promoter Score) based on the service provided to themWork with clients to identify priorities and quantify business opportunities using NIQ solutions, demonstrating clear ROIGather client and industry feedback to inform product teams of necessary improvementsAct as central point of contact for product related questions, such as methodology and qualityFind and build new user base for NIQ offeringsIdentify leads for cross sell and upsell through servicing eventsHelp improve renewal rate by demonstrating clear business outcome and valueMay engage and deliver insights to retailers, on limited occasionsInternal stakeholders:Collaborate with global teams to align insights with broader strategiesBecome 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 stagesProduct/panel management team, in order to support improvements and quality checksRetail team, in order support their recruitment efforts and servicing, on occasionStay up to date on relevant knowledge, with deep understanding of NIQ platform and solutionsCollaborate with other business unit teams to identify opportunities for strategic assignmentsCoordination and decision making of how to achieve client outcomes and organization goals, with intermediate complexityMay rely on support from managers when engaging senior client stakeholders or managing high complex situations and projectsQualifications5-8+ years of experience in customer success, consulting, market research, or product management in the optics, eyecare, or consumer goods sectorsStrong understanding of the North America vision care/contact lenses industry and retail landscape is desirableStrong presentation and communication skills, client-centric approachAnalytical mindset, comfortable in developing insightful storytelling from large quantitative datasetsExperience working cross-functionally in a matrixed organization.Flexible and open to work in a fast-paced, changing environmentProactive and consistent engagement with multi-disciplined teamsPassion, dedication, and commitmentEagerness to learn, open mindset, team spirit, and an entrepreneurial attitudeWillingness and ability to travel within the U.S. as neededMust be based in CanadaAdditional InformationOur BenefitsFlexible working environmentVolunteer time offLinkedIn LearningEmployee-Assistance-Program (EAP)About NIQNIQ 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.comWant to keep up with our latest updates?Follow us on: LinkedIn | Instagram | Twitter | FacebookOur commitment to Diversity, Equity, and InclusionAt 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

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