Qualitative Research, Customer Success Lead

Qualitative Customer Success Led, SA&I, India Mumbai / Delhi, India Full-time

Job Description
Key Accountabilities
In this Role, you will work for Customer Success – Qualitative Division in India in a senior role responsible for leading qualitative research projects, managing & mentoring a team of qualitative researchers, managing client relationships (thereby, ensuring high NPS score for project delivery & experience). The role involves designing and executing research studies, providing strategic insights, mentoring junior staff, and overseeing project budgets and timelines to meet financial goals. Key responsibilities encompass delivery with excellence while maintaining delivery standards, driving high operational efficiency and a strong qualitative mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution. Core Responsibilities

• Lead and manage a strong Qualitative Customer Success delivery team.
• Partner closely with Sales Teams and vertical leaders to align on goals and strategy and drive shared accountability for revenue targets.
• Support the India Sales organization and clients with best-in-class methodologies, deliverables and technical needs to win projects.
• Hand in hand collaboration with Sales organization and all Customer Success divisions
• Coordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibility
• Efficiently monitoring teams and managing qualitative research studies, from setup, planning to final debrief.
• versee project budgets, timelines, and resources to ensure profitability and operational excellence
• Provide strategic guidance and deliver insight-driven recommendations.
• Collaborating on innovative methodologies and leading workshops – clients & consumers
• Set and measure a high level of delivery standards driving client satisfaction
• Contribute to meet India revenue targets by supporting repeat sales and timely deliverables
• Collaborate with India Vertical business leaders and Client Sales partners on client and project revenue growth, retention, and profitability
• Represent Customer Success at key client meetings, Top-to-Top meetings, and key engagements as relevant
• Lead and mentor researcher team, conduct performance reviews, and contribute to the growth of the qualitative expertise within the team.
• Drive high level employee engagement and retention
• Foster a culture of continuous improvement and accountability to drive organizational efficiency
• Lead and enable industry and thought leadership efforts.
• Thought leadership on all Qualitative methods and write/co-write whitepapers, strong alignment with the regional and global functions within NIQ.

Core KPIs

• Team Engagement and Retention
• Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates
• Revenue for the Practice Area
• Drive repeat sales, renewals
• Ensure all delivery schedules are optimized to meet quarterly revenue targets

NPS

• Ensure sufficient response rate from clients
• Increase/maintain baseline performance
• Support and/or lead key client follow ups and action plans

EBITDA : Support CS India leads to:

• Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution
• Manage W&S Delivery budget through a lens of optimization for India via org design, hubbing, etc.
• Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement

People management

• Recruit and hire Qual Research staff as the case may be
• Motivate the teams to achieve their goals. Mentoring and guiding on winning techniques using your experience.
• Setting their targets and goals and guiding them on how to meet and exceed their KPI
• Work with training team and peers to develop training content or internal workshops / sessions.
• Regular performance reviews with the team

Skillsets

• Strong leadership and business acumen, with a growth mindset.
• Strong project management and organizational abilities.
• Proven experience in leading a team, managing people, and developing talent
• Experienced to work in a modern Matrix organization
• Extensive experience in qualitative research, with expertise in innovative techniques and digital approaches.
• Excellent interpersonal, communication, and client-facing skills.
• Strategic thinking and vison
• Strong project management skills and ability to manage multiple priorities
• Experience managing budgets and project financials.
• Ability to collaborate effectively with cross-functional teams
• Strong sense of urgency and accountability to drive client outcomes
• Capable to maintain positive client relationships in complex situations & resolve client issues
• Strong logic, deductive reasoning, problem-solving, and critical thinking skills
• Skilled & polished communicator, including client presentations
• Able to synthesize data & simplify findings to solve client business issues
• Strong project management skills and ability to manage multiple priorities
• Experience using large unstructured data sets to find insights and make recommendations
• High say-do ratio

• Proven track record in Market Research leadership roles in qualitative research. Preferably minimum 12+ years of experience.
• Expertise in (application of) Qualitative Customer Insight Solutions preferred
• Proven leader of high performing teams
• Bachelor's Degree required, Master’s preferred, or equivalent experience
• Strong analytical skills

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ 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.com

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Our commitment to Diversity, Equity, and Inclusion

At 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