Analyst – Customer Success Generalist

Analyst - Customer Success Generalist / Multidiscipline

• Full-time

About the job

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. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.

You'll be working as a Consultant role, responsible for collaborating on insights/delivery for Oman/Kuwait/Qatar clients.

Responsibilities

1. Serve as the relationship owner within Customer Success to manage client relationships and execute critical communications.
2. Identify relevant stakeholders at the client (e.g., decision makers for service model, JBP, NPS, contract renewal).
3. Work closely with the AD to develop strategic direction and service strategy to advance client's priorities through JBPs and drive improved, measurable satisfaction with NIQ.
4. Lead JBP process, identify and align customer objectives, define and track success, and collaborate with other CS functions to incorporate analytic and data quality elements.
5. Lead QBO and Client Review processes, focusing on service delivery and ROI, showcasing outcomes, and refining JBPs.
6. Own the NPS process, review success metrics and client satisfaction regularly, and ensure quality and escalation processes are effective.
7. Consult on service model elements for contract renewal, proposal building, and client presentations.
8. Build deep understanding and empathy for the customer's business and needs.
9. Develop relationships across client divisions, acting as a trusted advisor.
10. Guide the Industry Insights team to identify and create opportunities for incremental sales.
11. Create value by leveraging NIQ tools to support customer objectives through strategic thought leadership.
12. Identify and escalate partnership opportunities.
13. Ensure clear communication between NIQ and customers.
14. Serve as the single point of contact for coverage, quality, delivery, and technical issues, coordinating internal resolution.
15. Lead client onboarding and setup in collaboration with CS functions.
16. Understand and explain CPS usage to clients, and utilize CPS insights to generate sales opportunities.

About you

At Nielsen IQ, you will experience a dynamic, open, and solution-oriented international environment, supported by a trust-based feedback culture and diverse training opportunities. Our promise is that you can be yourself, make a difference, and grow with us.

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, including POS/Panel data analytics.
• Strong knowledge of the CPG industry and client organizations.
• Consultative client skills and innovative problem-solving abilities.
• Proven experience in managing complex client relationships and building engagement.
• Ability to influence and negotiate with clients and management.
• Effective proposal and presentation skills.
• Track record of exceeding revenue and profitability targets, with strong pipeline management.
• Experience managing sales cycles from four to six weeks.
• Flexible working environment and volunteer time off.

About NIQ

NIQ is the world's leading consumer intelligence company, delivering comprehensive insights into consumer buying behavior and new growth pathways. In 2023, NIQ merged with GfK, expanding our global reach. We operate in over 100 markets, covering more than 90% of the world's population.

For more information, visit NIQ.com

Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we serve. We aim to embed inclusion and diversity into all aspects of our work and welcome candidates who share this mission. We are proud to be an Equal Opportunity/Affirmative Action employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other protected class. Learn more at our NIQ News Center.

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