Analyst - Customer Success Retail
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Key skills for this role
About the Role
NielsenIQ seeks an Analyst for Customer Success Retail to manage client relationships and execute critical communications. The role involves leading joint business planning, client reviews, and NPS processes, while identifying growth opportunities.
Key Skills for This Role
Responsibilities
- Manage client relationship and execute critical communications
- Develop strategic direction and service strategy to advance client priorities
- Lead JBP process and align customer objectives
- Lead QBO and Client Review process focusing on service delivery and ROI
- Lead and own NPS process, reviewing success metrics and client satisfaction
- Consult on service model for master contract renewal and proposal building
- Build relationships across multiple client divisions
- Identify and convert opportunities to incremental sales
- Create value through leveraging NIQ tools and thought leadership
- Coordinate internal cross functional customer issue resolution
Requirements
- Serve as relationship owner within Customer Success
- Identify relevant stakeholders at client
- Lead JBP process and QBO/Client Review process
- Lead and own NPS process
- Build deep expertise in customer's business
- Understand NIQ portfolio and incremental offerings
- Facilitate two way communication between NIQ and customers
- Serve as SPOC for coverage, quality, delivery, servicing, and technical issues
- Lead onboarding process
- Understand and explain CPS usage
Full Job Posting
Responsibilities
- Serve as the relationship owner within Customer Success to manage client relationship and execute critical communications.
- Responsible for identifying relevant stakeholders at Client.
- Work closely with the AD to develop strategic direction and service strategy.
- 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 and incremental offerings.
- Create value through leveraging existing NIQ tools.
- Identify opportunities for increased partnership and elevate to organizational partners.
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