Analyst - Customer Success Retail
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Key skills for this role
About the Role
NielsenIQ is seeking an Analyst for Customer Success Retail to manage client relationships and execute critical communications. You will lead Joint Business Plans, drive NPS, and identify opportunities for increased partnership.
Key Skills for This Role
Responsibilities
- Serve as relationship owner within Customer Success to manage client relationships and execute critical communications
- Work with AD to develop strategic direction and service strategy to advance client priorities through JBPs
- Lead JBP process and align customer objectives, define success, and collaborate with other CS functions
- Lead QBO and Client Review process focusing on service delivery and ROI
- Lead and own NPS process, reviewing success metrics and client satisfaction
- Build deep expertise in customer's business and build relationships across client divisions
- Identify opportunities for increased partnership and elevate to organizational partners
- Serve as SPOC for coverage, quality, delivery, and technical issues escalation
- Lead onboarding process and own client setup in collaboration with other CS functions
Requirements
- Experience in customer success or client relationship management
- Ability to develop strategic direction and service strategy
- Strong communication and presentation skills
- Understanding of NIQ portfolio of services and products
Full Job Posting
Responsibilities
- Serve as the relationship owner within Customer Success to manage client relationship and execute critical communications.
- Identify relevant stakeholders at Client.
- Work closely with the AD to develop strategic direction and service strategy to advance client priorities through JBPs.
- Leads JBP process and is accountable for identifying and aligning customer objectives.
- Lead QBO and Client Review process, focusing on service delivery and ROI elements.
- Lead and own NPS process, frequently reviewing success metrics and client satisfaction.
- Responsible for consulting and service model elements for master contract renewal.
- Build deep expertise and empathy for Customer's business.
- Build meaningful relationships across multiple client divisions.
- Lead generation: display full understanding of NIQ portfolio.
- Create value through leveraging existing NIQ tools.
- Identify opportunities for increased partnership.
Additional Information
- You'll be working as a Consultant role, responsible for collaborating on insights/delivery for Oman/Kuwait/Qatar clients.
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