Customer Success Specialist

Customer Success Specialist is responsible for engaging and maintaining relationship with NIQ GfK product catalog customers. Ensuring customer success through making sure NIQ GfK product catalog services are being utilized by customers and identify any opportunities for business growth.

Ensuring existing revenue is retained by providing support to existing accounts. Make regular health checks via phone meetings and/or emails. Maintain outstanding relationships with existing customers high or low maintenance. Record keeping key customer communication in Salesforce JIRA and defined central location. Coordinate with cross departmental POCs to ensure customer delivery be it complex or simple. Ability to identify business opportunities and present to stakeholders. Assist Customer Success Senior Service Manager in daytoday operations.

This is a night shift job based off Pakistan

• Develop / maintain excellent professional relationship with the customer
• Keeping customer engaged with products and services they have purchased from GfK Etilize
• Ensure at highlevel the customer success KPIs are maintained and further improved during customer experience phase
• Ensure integration process is smooth and fast timetovalue is realized by customer during customer onboarding
• Build customer loyalty with GfK Etilize and retain customer revenue
• Advocate for customers business success
• Bridge gap between customer and operations for product project and services delivery and issues resolution
• Escalate customer issues and potential risks to department manager/sales/business
• Make regular health check via calls emails and record all correspondence in CRM. Follow predefined checklist
• Ensure termination checklist steps are followed incase customers decide to part ways
• Create reports if needed by sales team. Example coverage reports
• Run yearly surveys to track customer satisfaction score and work with cross functional departments to improve satisfaction ratings
• Work with technical team for support on products and services integration with customer systems
• Respond track and verify resolution to customer issue with respect to delivery & quality of products/services
• Responding to customer concerns quickly and ensuring fast turnaround time
• CSM may require providing presales support including running reports project planning conference calls coordination with the team/customer subject to Managers approval
• Seek potential upgrade opportunity within their accounts and forward to account owners
• Review customers website(s) to see if the content is being used as intended per the contract suggest improvements and advise on best implementation practices
• Suggest efficient processes that can improve on customer success KPIs
• Take initiatives and identify opportunities for improvement of internal processes with facts
• Responsible for special customer projects requirement gathering communication with crossfunctional teams management and delivery as per the SLA/Contract

Qualifications :

• Excellent verbal and written English communication with confidence
• Excellent understanding of customer relations and expectations management
• Good understanding of designing process flows
• Excellent understanding of Salesforce and JIRA ticketing system
• Basic understanding of XML JSON API integration database content delivery model and webdesign is an asset
• Basic understanding of relational Data Bases.
• Moderate understanding of Excel (formulas) designing content comparison visuals on Power Point or Word
• Basic understanding of project management. Able to plan implement and deliver customer special projects
• Basic understanding of product information management (PIM) systems
• Excellent understanding on GfK Etilize products and solutions.
• Bachelors degree preferably in Computer Science or Engineering
• Should have at least four years of equivalent experience or at least two years of experience in customer interaction.
• Client Relations Management Course is a plus
• Should have a bachelors degree

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• EmployeeAssistanceProgram (EAP)

About NIQ

NIQ is the worlds 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 insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90 of the worlds population.

For more information visit NIQ

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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 ActionEmployer 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 nondiscrimination 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/global/en/newscenter/diversityinclusion