About this Job
Lead the Customer Success strategy in Mexico to maximize value generated for clients, drive sustainable growth (retention and expansion), and elevate the service standard through advanced analytics, AI, and NIQ solutions, developing a high-performance team.
Responsibilities
1.- Leadership and team development
- Leads, supports, and develops consultants and analysts, with coaching, training, and continuous feedback.
- Promotes a culture of excellence, cross-functional collaboration, and continuous learning.
2.- Customer Success and Account Strategy
- Establishes, develops, and maintains strategic relationships with key clients (including C-level), ensuring ongoing satisfaction and investment stability.
- Deepens knowledge of the client's business to propose comprehensive strategies with the NIQ portfolio.
- Defines and executes annual plans per client with objectives, solutions, and expected results.
3.-Excellence in delivery and quality
- Ensures high standards of quality in all deliveries, integrating information sources, NIQ tools, and AI support for value-added analysis.
- Provides expert support in data quality, interpretation, and conflict resolution.
4.-Stakeholder Management
- Coordinates with internal and external stakeholders for the management, negotiation, review, and resolution of critical issues.
- Influences across the board to remove barriers and accelerate results.
5.-Growth and expansion
- Detect actionable insights that enable new business opportunities and solution expansion.
- Negotiate and agree on service models and deliverables with their client portfolio.
Key Indicators
- Investment retention/stability.
- Detection of expansion opportunities (upsell/cross-sell).
- Customer satisfaction (NPS) and quality of deliverables.
- Adoption of NIQ solutions and actioned insights.