Customer Success Analyst

2 weeks ago

Karachi, Sindh, Pakistan Nielsen Consumer LLC Full time

Job Description

The Customer Success Executive role is responsible for building strong relationships with their customers, understanding their needs and goals and ensuring they drive maximum value from the company's offerings. In this role, you will proactively engage with customers to address any issues, provide training and support, and identify opportunities for upselling and cross-selling.

As a Customer Success Executive, you will work closely with your customers to enhance their overall customer experience and contribute to the long-term success of both the customer and all Brandbank and/or Etilize solutions.

Role Responsibilities

The role is responsible for the ongoing support and development of Tier 1 and Tier 2 customers through implementing the Customer Success strategy which will encompass the following:

  • Customer Experience: Ensure high customer satisfaction by understanding and addressing customers' needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes.
  • Reporting and Analysis: Prepare and present detailed reports for your customers on the adoption and usage of services. Use performance data to drive continuous improvement initiatives with our customers. Knows Pivot table and VLOOKUP.
  • Performance Metrics: Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives.
  • Process Improvement: Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager.
  • Training and Development: Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship.
  • Cross-Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer experience. Schedule product deliveries according to workflow capacity, handle operational queries, and support the operations team to maintain high service levels.
  • Product Knowledge: Develop a comprehensive understanding of core services and additional software offerings. Track customer usage against allowances and address any queries related to systems.
  • Technology Utilization: Adoption of existing systems and processes to streamline operations and improve service delivery.
  • Customer Feedback: Obtain customer feedback to drive a continuous improvement to NPS.
  • Customer Advocacy: Act as an advocate for the customer within the company, ensuring their needs and feedback are considered in product development and service improvements.

Qualifications

  • Some experience in customer-facing roles.
  • You have a customer-driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management.
  • Ability to deliver quickly in a fast-paced environment and independently overcome challenges.
  • A positive and collaborative attitude and proven experience in working cross-functionally with internal teams to drive customer success and achieve business goals.
  • Strong problem-solving abilities and the capacity to meet deadlines consistently.

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

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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

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