Customer Onboarding Analyst
Customer Onboarding Analyst
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Job Description
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:
- Onboarding Management: Manage the retail customer onboarding process including data analysis migration and customer adoption to Brandbank and Etilize solutions. Ensuring sufficient resources are always in place (language and location) to deliver an exceptional customer experience.
- Customer Experience: Ensure high customer satisfaction by monitoring and improving customer service processes with both your manager and the Associate Director Customer Onboarding.
- Performance Metrics: Adhere to performance indicators (KPIs) used to measure the Customer Onboarding Analysts effectiveness and efficiency.
- Issue Resolution: Handle escalated customer issues and complaints ensuring timely and effective resolution.
- 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.
- 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.
- Cross-Department Collaboration: Work closely with other departments such as Commercial Sales Enablement and PTO to ensure a seamless customer onboarding experience.
- 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 role(s) 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 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 state-of-the-art 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.
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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: Work :
No
Employment Type :
Full-time
Employment Type
Full-time
