Customer Success Executive

NielsenIQ; Polska; On-site; PLN 70,000 - 90,000; Full time

Job summary

Brandbank, part of NIQ, seeks a Customer Success Executive to join a global team delivering high-quality local customer service for Polish clients. You will report to the Customer Success Team Lead and collaborate with sales and other departments.

The role covers onboarding, ongoing support, training and renewals, with occasional travel required domestically and internationally. Strong Polish and English skills are essential, as is experience in a B2B customer service environment.

Qualifications

• Native Polish and good English skills.
• 2-3 years of customer service experience.
• Experience in a Business to Business environment.
• Excellent listening, communication and organisational skills and highly self-motivated.
• Good time management and ability to prioritize.

Responsibilities

• It will be your responsibility to support the delivery of our core service
• Daily customer support to the Polish customers via the use of Freshdesk platform, onboarding for different services and ongoing support
• Work closely with local sales team and other departments within the business
• Provide training sessions to our customers and help them get the most out of our service
• Drive customer satisfaction to protect future renewals
• Ensure customer queries are responded to across Freshdesk channels within SLAs
• Contribute to achieving the regional NPS target by maintaining strong customer relationships and addressing feedback
• You may be asked to undertake additional duties as needed
• There may be travel requirements nationally and internationally

Skills

Polish language

English language

Communication

Organisational skills

Time management

Self-motivation

Tools

MS Office

Job description

Brandbank, as part of NIQ is one of the world's most trusted providers of digital product content, delivering an end-to-end solution for brands, retailers, and wholesalers across the globe. At NIQ Brandbank, we work diligently to provide best-in-class solutions, using an incremental delivery approach to develop new & existing products.

The Customer Success Executive will be part of a global team and responsible for providing high-quality customer service to our Polish clients. You will report to the Customer Success Team Lead

RESPONSIBILITIES

• It will be your responsibility to support the delivery of our core service
• Daily customer support to the Polish customers via the use of Freshdesk platform, main areas you will deal with onboarding customers for different service and ongoing support plus any ad hoc tasks required by your manager and the local sales teams
• Work closely with local sales team and other departments within the business
• Provide training sessions to our customers and help them to get the most out of our service
• To drive customer satisfaction to protect future renewals
• Ensuring customer queries are responded to across the appropriate Freshdesk channels and within the specified SLAs
• Contribute to achieving the regional NPS target by maintaining strong customer relationships, ensuring timely resolution of customer issues, and proactively addressing feedback to enhance customer satisfaction.
• You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out or for which you will be trained
• There may be requirements for travel, both nationally and internationally, as part of this role

REQUIREMENTS

• Minimum 2 - 3 years of experience
• Native Polish and good English skills
• Good MS Office knowledge
• Experience in a Customer Service role, ideally in a Business to Business environment
• Excellent listening, communication and organisational skills and highly self-motivated
• Good time management and ability to prioritize