Job Description

The Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and Etilize solutions.

The Customer Success Analysts are a vital, customer-facing component of NIQ Brandbank, working with our key customers often face-to-face. Their primary goal is to build strong, long-term relationships with our customers by proactively addressing their needs and helping them maximize the value they get, across the suite of solutions both Brandbank and Etilize offer.

Job Purpose

The Customer Success Analyst manages the day-to-day activities and processes to successfully onboard our retail customers to the suite of solutions both Brandbank and Etilize offer. In this role, you will have personal and team goals and be responsible for executing strategies to enhance customer satisfaction and retention, ensuring we deliver world-class customer experience.

You will effectively establish and build strong relationships with our customers through the onboarding process, for all Brandbank and Etilize solutions.

Role Responsibilities

The role is responsible for the ongoing development and implementation, either directly or through your team, of the Customer Success strategy, which will encompass the following:

• Onboarding Management: Manage the retail customer onboarding process, including data analysis, migration and customer adoption to Brandbank and Etilize solutions. Ensuring sufficient resources are always in place (language and location) to deliver exceptional customer experience.
• Customer Experience: Ensure high customer satisfaction by monitoring and improving customer service processes with both your manager and the Associate Director, Customer Onboarding.
• Performance Metrics: Adhere to performance indicators (KPIs) used to measure the Customer Onboarding Analysts effectiveness and efficiency.
• Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Process Improvement: Customer Onboarding will follow the established processes. Identify improvements to enhance efficiency and customer satisfaction with both your manager and the Associate Director, Customer Onboarding.
• Training and Development: Help identify knowledge gaps and opportunities for development in our Customer Support Teams and the Customer Onboarding Team to improve their skills and knowledge.
• Cross Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer onboarding experience.
• Voice of the Customer: Collect customer feedback to inform solution improvements and product development.

Qualifications

• Minimum 3-5 years' experience in client-facing roles.
• You have a client driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management and support.
• The ability to deliver quickly in a fast-paced environment and independently overcome challenges.
• Excellent communication and leadership skills.
• Strong problem-solving abilities and the capacity to meet deadlines consistently.

Additional Information

Our Benefits

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

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

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