Customer Success Specialist (Market Insights)

Company Description

NIQ/GFK is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods, Tech & Durable manufacturers and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NIQ GFK is committed to hiring and retaining a diverse workforce. 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.

Job Description

Customer Success Specialist is a pivotal agent in the successful go-to-market of gfknewron (NIQ/GfK Proprietary tool). Actively servicing client users on trials and further ahead first subscribing customers, the role will be focused on driving gfknewron user adaptation and satisfaction. This requires both a firm understanding of the Technology & Consumer Goods industries as well as the ability to grow customer intimacy through regular (daily/weekly) engagement. For strategic accounts, the CSM is also expected to organically grow into the client organization and provide field colleagues with opportunities to cross and upsell in addition to existing services.

Key Tasks & Responsibilities

• Establishes to be a strategic partner to our local (and regional) clients.
• Acts as an internal and external innovation agent. Drives change for faster reaction to changing market requirements.
• Becomes an expert in their market (industry, products, channels etc.).

External

• Provides in-depth consulting services, delivering insights and analytics as well as thought leadership to create value for clients.
• Serves as the relationship owner within Customer Success to manage client relationships and execute critical communications.
• Builds a network of effective and meaningful relationships at all levels to maximize business opportunities.
• Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan.
• Leads Quantified Business Opportunity and Client Review process, focusing on service delivery and ROI elements, highlighting outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining Joint Business Plan to align with customer priorities and objectives.
• Understands and works with POS-related data with the client (gfknewron market, predict and consumer) and is the central point of contact, that includes driving adoption rates (i.e. activation, reactivation and engagement) of gfknewron within client organization, ensuring effective and efficient client training and onboarding of new customers, and educating customers about the most relevant features/functionalities for their specific business needs.
• Responsible for identifying opportunities through day-to-day engagements and handing off opportunities to Account Development to pursue.
• Acts as Voice of Customer ensuring client needs are being met by the appropriate teams – whether this is data quality escalation or a reporting need.
• Is a market expert for the handled category / industry segment.
• Coordinates client services locally (and regionally).
• Co-identifies leads for cross-sell and upsell opportunities with the client.
• Helps to improve renewal rate by demonstrating clear business outcome and value.

Internal

• Certified CSM (gfknewron market, predict and consumer certificate) and knows the POS proposition in detail.
• Building solid market and deep POS knowledge.
• 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, co-identifies sales leads.
• Collaborates with other business unit teams to identify opportunities for strategic assignments.
• Coordinates internal client services nationally (and internationally).
• Validates/conducts QC to guarantee GfK seal of quality.

In other words: You will make the difference by being the face of our company and its digital solutions!

Qualifications

• Degree in Business/Marketing/Statistics.
• Experience in consultancy firm is highly desired.
• At least 1 – 3 years of experience in Market Research/Product Marketing/Business Development, within Home & Lifestyle, Consumer durables, Technology industries preferred.
• Excellent English language skills.
• 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 & GfK across diverse cultures, mindsets, disciplines, and influences.
• Passion, dedication, commitment, eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude. Creativity and the ability to address real-world business problems analytically.

Additional Information

Our Benefits

• Flexible working environment.
• Volunteer time off.
• LinkedIn Learning.
• Employee-Assistance-Program (EAP).

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

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: https://nielseniq.com/global/en/news-center/diversity-inclusion.