Customer Success Senior Manager

Senior Manager, Customer Success Management (m/f/d)

• Act as strategic partner to local, regional and global clients
• Serve as internal and external innovation agent, driving change for faster market reaction
• Lead a team of industry CSMs and coordinate client services across countries and categories
• Ensure effective client training and onboarding of new customers; educate key and senior customers on relevant features and functionalities
• Drive high adoption rates of gfknewron, demonstrating ROI and maintaining engagement
• Identify and build new user base for GfK offerings; develop fact based answers to complex business questions
• Deliver insightful top level presentations and actionable recommendations to key clients
• Identify leads for cross sell and upsell opportunities, and collaborate with account management at pre sales and renewal stages to generate sales leads
• Collect and provide feedback to product, ops and other teams to improve client experience
• Validate and conduct QC to guarantee GfK seal of quality
• Drive the CSM spirit within the organization as a role model

• Relevant working experience with at least 8 years in consulting, market research, product management of durables or equivalent business units
• Proven experience leading a team
• Excellent business understanding in durable consumer goods markets and related retail, with expertise across 8 product categories and markets
• Full certification as CSM (minimum gfknewron market, preferably gfknewron consumer and predict) and deep understanding of platform offerings
• Excellent presentation and communication skills, client centric approach
• Proactive, consistent engagement with multi disciplined teams; ability to coordinate and make decisions to achieve client outcomes and organization goals
• Strong language skills: excellent in chosen language and very good English
• Passion, dedication, commitment, creativity, analytical problem solving skill, eagerness to learn and entrepreneurial attitude

We are proud to be an inclusive workplace for all and are committed to equal employment opportunity, respecting every employee regardless of race, ethnicity, gender, sex, sexual orientation, age, personality, experience, culture, faith, socio economic status or disabilities. We endorse the core principles and rights set forth in the United Nations Declaration of Human Rights and the Social Charter of Fundamental Rights of the European Union.