Customer Success Executive Job at NielsenIQ

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.

We are recruiting to fill the position below:

Job Position: Customer Success Executive

Job Location: Lagos
Job type: Full-time

Description

• NielsenIQ Customer Success team is a modern service team transforming the way we serve our clients with new and updated tools to help our teams get the job done quickly and easily. 
• We are the team that partners with clients to fuse data, science, and the talents of our people to provide measurement and improvement for the clients and markets we serve. 
• We are the key link between NielsenIQ and clients. Our service and delivery is the reason clients will continue to invest in our products and service.

Responsibilities

• Support day-to-day contacts at the client, contributing to the achievement of client satisfaction targets
• Build effective relationships with client representatives
• Own reporting, including report maintenance, business issue analysis, and solution integration
• Liaise with other teams as necessary (e.g. operations, off-shore partners, technology, and data science) to solve client business questions and inquiries
• Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team
• Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded
• Provide training to clients on NielsenIQ tools and solutions
• Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables
• Continue to broaden knowledge of client business issues and needs, NielsenIQ services, and the broader industry
• Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes 

Qualifications

• Candidates should possess a University Degree in Marketing, Economics or related field
• 1-2 years of NielsenIQ Client Service at Response and/or industry experience
• Good understanding of FMCG industry and trends
• Solid Knowledge of NielsenIQ products and services
• Participation in a Project
• Good interpersonal skills – ability to develop relationships internally and at the client organization
• Strong problem-solving skills, with gradually declining supervision
• Strong time management skills and prioritization ability, with gradually declining supervision
•  Able to respond to inquiries of moderate complexity with almost zero supervision
• Able to respond on enquiries of higher complexity with limited supervision
• Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction
• Strong levels of client’s satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.

Benefits

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