Customer Success Manager

Job Description

Customer Success 

The Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and/or Etilize solutions.   

The Customer Success Managers are a vital, customer-facing component of NIQ Brandbank, working with our key customers often face-to-face. Their primary goal is to build strong, long-term relationships with our customers by proactively addressing their needs and helping them maximize the value they get, across the suite of solutions both Brandbank and/or Etilize offer.  

Job Purpose 

The Customer Success Manager 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 Manager, 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. 

• 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. 

• Reporting and Analysis: Prepare and present detailed reports for your customers on adoption and usage of services. Use performance data to drive continuous improvement initiatives with our customers. 

• 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. 

Other 

• You may be asked to undertake additional duties to those above, either temporarily or permanently, which the Company reasonably believes you can carry out or for which you will be trained. 

• Relevant professional, ethical and health and safety standards apply to this role. 

• May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international). 

Qualifications 

• Minimum 3+ years' experience in client facing roles. 

• You have a client 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. 

• Excellent communication skills in both verbal and written. 

• 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)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

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

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion