Director, Customer Success- SA&I Sensory Product Development Team

R26_0022370

Remote in US; must be in US at time of application to be considered for the role.

Job Description

About this job

Innovation matters. With best-in-class research and predictive analytical tools, SA&I’s Innovation Practice is at the core of our client’s new product ideas, product messaging that inspires action, product development and validation, and optimal launch strategies. Within NIQ’s Innovation Practice (BASES), you will work with industry leading marketers and see your work come to life. If you want to influence the direction of a new product, the strategy of how to launch, or how best to reinvigorate a struggling brand – at SA&I’s Innovation Practice, you can.

Be curious. Be collaborative. Be forward thinking. Join SA&I’s Innovation Practice and work with our clients as a consultant, a problem solver, and influence the future of their innovations while driving complex and custom sensory product development projects.

Responsibilities

When you join SA&I’s Innovation Practice team, you’re signing up for an experience that requires flexibility, curiosity, and passion. As a Director, Customer Success on the Sensory Product Development team you will have the following responsibilities:

Commercial & Client Leadership:

• Drive strong client satisfaction through deliverables and by supporting the scoping discussions with Account Development for complex projects
• Work closely with Account Development to define and execute against an analytic strategy that is aligned to client expectations

• Review/advise on project execution elements for complex studies (design, feasibility, timing)

• Serve as a strategic client partner, understanding their business needs and innovation process

• Consistently engage senior insight partners and beyond (with Account Development) to establish broad support for BASES as a partner

• Identify and pursue opportunities to strengthen relationships through value-added analytics, validations, training, thought leadership, etc.

Project Delivery & Analytical Leadership:

• Ensure the overall success of client deliverables, including final review

• Join/lead presentations with clients to add senior-level consulting/perspective and proactively identify follow-up opportunities

• Act as the “expert on call”, both internally and externally, resolving issues and supporting challenging/tricky topics

• Ensure project date and EOD hygiene in MSD, and 100% compliance with time tracking and project assignments

Team Leadership:

• Responsible for coaching a team (4-6) of Analysts/Associate Managers/Managers, providing performance coaching, training, and support in career development

• Provide study feedback and own overall performance review process

• Manage team workload/capacity and engagement

• Drive team expertise of services, tools, metrics, and client standards

Qualifications

• At least 5+ years of experience in a consulting role on Innovation Strategy or Sensory Product Research; Custom product testing experience preferred
• At least 3+ years of people management and/or coaching experience
• Demonstrated ability to lead complex innovation and sensory research programs from scoping through final recommendations.
• Experience serving as a strategic consultant to clients, influencing innovation and business decisions through a combination of custom methodologies, sensory expertise, and business acumen.
• Proven track record of driving analytical/operational excellence through the development of scalable processes, best practices, and innovative ways of working that enhance team effectiveness and client outcomes.
• Demonstrated expertise leveraging multiple custom research methodologies, including online surveys, IHUTs, CLTs, IDIs, taste/aroma/texture tests, and focus groups, to address diverse client business objectives.
• Highly proficient in Microsoft Office, Microsoft Dynamics, Decipher, and BASES suite of proprietary software (SensoryLink, Studio, BOWTIE, etc.)

US Benefits

• Comprehensive healthcare plan (medical, Rx, dental, and vision)
• Flexible spending accounts and a Health Savings Account (including company contributions)
• Life and AD&D insurance
• 401(k) retirement plan including company matching contributions
• Disability insurance
• Tuition Reimbursement
• Discretionary paid time off program and 11 paid holidays
• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

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