Analyst - Customer Success Retail
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Key skills for this role
About the Role
NielsenIQ is hiring a Customer Success Analyst to manage client relationships for Oman/Kuwait/Qatar clients. The role involves leading joint business planning, driving client satisfaction, and identifying growth opportunities.
Key Skills for This Role
Responsibilities
- Serve as the relationship owner within Customer Success to manage client relationship and execute critical communications
- Identify relevant stakeholders at Client (e.g., respective decision makers for service model, JBP, NPS, contract renewal)
- Work closely with the AD to develop strategic direction and service strategy to advance client’s priorities through JBPs
- Lead JBP process and is accountable for identifying and aligning customer objectives, defining and tracking success
- Lead QBO and Client Review process, focusing on service delivery and ROI elements
- Lead and own NPS process, frequently and consistently reviewing success metrics and client satisfaction
- Responsible for consulting and service model elements for master contract renewal, proposal/RFP building process
- Build deep expertise and empathy for Customer’s business and associated needs
- Build meaningful relationships across multiple client divisions and develop a trusted advisor partnership
- Lead generation: Display a full understanding of all NIQ portfolio of services and products
- Create value through leveraging existing NIQ tools to advance Customer business objectives
- Identify opportunities for increased partnership and elevate those opportunities to organizational partners
Requirements
- 1 2 years of experience in the CPG industry and/or related sales, category management, market research
- Prior experience with NIQ (or similar) solutions preferred in analytics space, including POS/Panel data
- Strong knowledge of the CPG industry and client organizations
- Consultative client skills and innovative problem solving skills
- Proven experience in successfully leading complex client relationships
- Proven track record of building client engagement
- Ability to successfully influence and negotiate with clients, colleagues, and executives/management
- Ability to write and deliver effective proposals and presentations
- Proven and quantifiable overachievement of revenue, sales and profitability objectives
- Bachelors degree
Full Job Posting
Customer Success Overview
- NielsenIQ Customer Success places our customers at the heart of everything that we do.
- We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence.
Responsibilities
- Serve as the relationship owner within Customer Success to manage client relationship and execute critical communications
- Identify relevant stakeholders at Client (e.g., respective decision makers for service model, JBP, NPS, contract renewal)
- Work closely with the AD to develop strategic direction and service strategy to advance client’s priorities through JBPs
- Lead JBP process and is accountable for identifying and aligning customer objectives, defining and tracking success
- Lead QBO and Client Review process, focusing on service delivery and ROI elements
- Lead and own NPS process, frequently and consistently reviewing success metrics and client satisfaction
- Responsible for consulting and service model elements for master contract renewal, proposal/RFP building process
- Build deep expertise and empathy for Customer’s business and associated needs
- Build meaningful relationships across multiple client divisions and develop a trusted advisor partnership
- Lead generation: Display a full understanding of all NIQ portfolio of services and products
- Create value through leveraging existing NIQ tools to advance Customer business objectives
- Identify opportunities for increased partnership and elevate those opportunities to organizational partners
Qualifications
- 1 2 years of experience in the CPG industry and/or related sales, category management, market research
- Prior experience with NIQ (or similar) solutions preferred in analytics space, including POS/Panel data
- Strong knowledge of the CPG industry and client organizations
- Consultative client skills and innovative problem solving skills
- Proven experience in successfully leading complex client relationships
- Proven track record of building client engagement
- Experience building relationship and consensus with clients
- Ability to successfully influence and negotiate with clients, colleagues, and Executives/management
- Ability to write and deliver effective proposals and presentations
- Proven and quantifiable overachievement of revenue, sales and profitability objectives
- Proven skills managing selling cycles from four week to six
- Bachelors degree
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.
- In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach.
- NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
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