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Customer Success Manager

Country

Chile

Job Family

Client Solutions

For over 80 years, GfK has been a reliable and trusted insight partner for the world’s biggest companies and leading brands who make a difference in every consumer’s life - and we will continue to build on this. We connect data, science and innovative digital research solutions to provide answers for key business questions around consumers, markets, brands and media. With our headquarters in Germany and a presence in around 60 countries worldwide, you benefit from our global company with a diverse community of ~9,000 employees.

Harnessing the power of our workforce, the greatest asset we have is our people. As part of GfK, you can take your future into your own hands. We value talent, skills and responsibility and support your development within our international teams. We are proud of our heritage and our future: Currently we are in the latter stages of a transformational journey from a traditional market research company to a trusted provider of prescriptive data analytics powered by innovative technology. This is only possible with extraordinary people and this is why we are looking for YOU to help create our future. For our employees as well as for our clients we pursue one goal: Growth from Knowledge!

Job Description

Platform CSM (m/f/d)

Our Platform CSMs (m/f/d):

  • Act as strategic partners to our clients
  • Being an innovation agent. Drive change for faster reaction to changing market requirement.
  • Being an expert in gfknewron platform ecosystem.  
  • Has solid knowledge of durable goods market trends (industry, products, channels etc.)

External

  • Ensures effective and efficient client training and onboarding of new customers.
  • Educates customers about the most relevant features/functionalities for their specific business needs
  • Drive adoption (i.e. activation, reactivation and engagement) of gfknewron within client organization by demonstrating clear ROI to client
  • Drive gfknewron usage with senior stakeholders in the client organization
  • Finds and builds, new user base for GfK offerings
  • Develop fact-based answers to complex key business questions
  • Become a market expert in one or more categories / industry segments
  • Deliver insightful presentations and actionable recommendations to our clients using gfknewron
  • Coordinate client services cross countries and categories (whenever relevant)
  • Identify leads for cross sell and upsell opportunities with the client
  • Help improve renewal rate by demonstrating clear business outcome and value
  • Works closely with clients to develop use cases demonstrating value being provided to clients
  • Help our clients understand that GfK is going digital.

                                                                                                                                                                                        

Internal

  • Grow regional active user base and achieve high retention of users in application
  • Be highly analytical and smart in defining/developing gfknewron client engagement exercises and related training, data snippets/teaser collateral and appropriate marketing material.
  • Ensures to be updated on relevant knowledge and has deep understanding of platform offerings;
  • Collect and provide feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
  • Provide excellent Client Management across current engagements, being measured against NPS, active user base growth and returning users.
  • Collaborate with account management at the pre-sales and renewal stages
  • Collaborate with other business unit teams to identify opportunities for strategic assignments

In other words: You will make the difference by being the face of our company and its digital solutions!

Here is what we are looking for additionally:

  • Relevant related working experience
  • Strong business understanding in durable consumer goods markets and related retail.
  • Interest for tech product categories and markets
  • Ideally 3-5 years of experience in business areas such as: consulting, Software as a Service business, product management of electronics/ durable goods, electronics/ durable goods retail category management, market research or equivalent business units.
  • Excellent Spanish and fluent English language skills
  • Strong presentation and communication skills, client-centric approach
  • Proactive and consistent engagement with multi-disciplined teams
  • Co-ordination and decision making of how to achieve client outcomes and organisation goals
  • Driving delivery of results for clients & GfK across diverse cultures, mind sets, disciplines, and influences
  • Passion, dedication, and commitment
  • Creativity and the ability to address real-world business problems analytically
  • Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude

Technical Skills

  • Advanced Microsoft Excel knowledge (reporting, managing, and optimizing large database files)
  • Advanced Microsoft Power Point Skills: able to design impactful and persuasive presentations
  • Working knowledge of Microsoft Power BI software.

We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.

Can there be a better place to take center stage in the digital revolution? We are excited to getting to know you!

We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal opportunity in employment which focuses on all of our employees reaching their full potential. At GfK we work collaboratively with our colleagues but offer a flexible working approach, including dividing our time between office & remote working as well as the opportunity to flex our working hours around team core hours.

We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.

Can there be a better place to take center stage in the digital revolution? We are excited to get to know you!

Posted: 14 days ago

City: Santiago de Chile

Work Area: Client Solutions

Job Time: Full Time

Requisition ID: R00014823