Customer Success Senior Specialist

     Responsibilities: 

• Act as strategic partners to our key local, regional and global clients
• Is an internal and external innovation agent. Drive change for faster reaction to changing market requirement.
• Is considered known experts in their market (industry, products, channels etc.)
• Support internal Sales team in lead generation/ business development process.

External

• Understands and works with the whole portfolio of Point of Sales- related data with global and key clients (gfknewron market, predict and consumer) and is the central point of contact
• Delivers insightful top-level presentations and actionable recommendations to our key clients
• Become a market expert in one or more categories / industry segments.
• Ensures effective and efficient client training and onboarding of new senior customers.
• Drives high adoption rates (i.e. activation, reactivation and engagement) of gfknewron within senior client organization by demonstrating clear ROI to client to reach our high goals
• Educates key and senior customers about the most relevant features/functionalities for their specific business needs.
• Finds and builds, new user base for NIQ offerings
• Develops fact-based answers to complex key business questions. Elaborates use cases with clients that shows the value of NIQ data and their outcome for the clients
• Identifies Sales leads for cross sell and upsell opportunities with the client
• Helps to improve business renewal rate by demonstrating clear business outcomes and value     

Internal

• Makes sure that the client experience is at a high level and servicing comparable over the team members
• Responsible for managing client concerns and making sure of the resolution process through discussion and execution with all internal stakeholders in the organization.
• Being an internal CSM ambassador and multiplicator, drive the CSM spirit within the organization as a role model
• Fully certified CSM (minimum gfknewron market, predict and consumer) and knows and uses the different propositions in detail
• Takeover of special CSM projects (e.g. creation of internal/external training content, etc.)
• Ensures to be updated on relevant knowledge and has deep understanding of platform offerings;
• Collects and provides feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
• Collaborates with account management at the pre-sales and renewal stages, identifies sales leads
• Coordinates internal client services nationally and internationally

In other words: You will make the difference as a role model for your team and by being the face of our company and its digital solutions!

Here is what we are looking for additionally:

• Strong presentation and communication skills, client-centric approach.
• Proactive and consistent engagement with multi-disciplined teams.
• Co-ordination and decision making of how to achieve client outcomes and organization goals.
• Driving delivery of results for clients & NIQ across diverse cultures, mind sets, disciplines, and influences.
• Passion, dedication, and commitment.
• Creativity and the ability to address real-world business problems analytically.
• Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude.
• Excellent presentation and communication skills, client-centric approach

Qualification

• Bachelor´s/ Master´s degree in Business Administration, or equivalent experience.
• Strong business understanding in tech & durables business and related Retail.
• Interest for multiple product categories and markets.
• Ideally 1-4 years of experience in consulting, market research, product management of durables or equivalent business units

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