Customer Onboarding Analyst

Company Description

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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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 a 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:

1. Onboarding Management: Manage the retail customer onboarding process, including data analysis, migration, and customer adoption to Brandbank and Etilize solutions. Ensure sufficient resources are always in place (language and location) to deliver an exceptional customer experience.
2. Customer Experience: Ensure high customer satisfaction by monitoring and improving customer service processes with both your manager and the Associate Director, Customer Onboarding.
3. Performance Metrics: Adhere to performance indicators (KPIs) used to measure the Customer Onboarding Analysts' effectiveness and efficiency.
4. Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
5. 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.
6. 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.
7. Cross-Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer onboarding experience.
8. Voice of the Customer: Collect customer feedback to inform solution improvements and product development.

Qualifications

• Minimum 3 years' experience in client-facing roles.
• You have a client-driven attitude and strong experience in working in B2B customer-facing roles, 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)

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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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 status, age, marital status, protected veteran status, or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion