Customer Success Senior Expert

Join GfK and help us shape tomorrow. As an NIQ company, we are the world's leading consumer intelligence firm, delivering the Full View™ on consumer behavior. We work to enable manufacturers and retailers better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to sustainable growth for our clients, our people, and our planet.

Provide support to North American sales team in prospects complex requirements. Ensuring existing revenue retains by providing support to existing accounts. Make regular health checks via phone, meetings and/or emails. Maintain outstanding relationships with existing Enterprise level customers – high or low maintenance. Log all communication in SalesForce, JIRA and defined central location. Ensuring customers utilize GfK Etilize services per subscription. Coordinate with cross departmental heads to ensure customer delivery be it complex or simple. Ability to identify business opportunity and present to stake holders. Manage customer custom delivery projects backed with efficient project plan, initiation, monitoring, reporting and closing. Assist Customer Success Senior Service Manager in day-to-day 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 high-level the customer success KPIs are maintained and further improved during customer experience phase
• Ensure integration process is smooth and fast time-to-value is realized by customer during customer on-boarding
• Build customer loyalty with GfK Etilize and retain customer revenue
• Advocate for customer’s 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 pre-defined 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 pre-sales support including running reports, project planning, conference calls, coordination with the team/customer - subject to Manager's approval
• Seek potential upgrade opportunity within their accounts and forward to account owners
• Review customer’s 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 cross-functional teams, management and delivery as per the SLA/Contract
• Work with Product Management Team and C-Level customer point of contacts for business/value addition to customers
• Independently support high-valued, Strategic/Enterprise customers along with their special requirements and projects
• Supporting sales team in Enterprise accounts business needs and objective backed with detailed planning
• Delegate supporting tasks for Enterprise accounts to junior members and keeping check on their quality of work (subject to Manager's or lead approval)

• 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 web-design is an asset
• Basic understanding of relational Data Bases.
• Moderate understanding of Excel (formulas), designing content comparison visuals on Power Point or Word
• Excellent understanding of project management. Able to plan, implement and deliver customer special projects
• Moderate understanding of product information management (PIM) systems
• Excellent understanding on GfK Etilize products and solutions.
• Bachelor’s degree preferably in Computer Science or Engineering
• Should have at least six years of equivalent experience or at least four years of experience in customer interaction.
• Project Management Course is a plus
• Client Relations Management Course is a plus

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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

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