Customer Success Consultant

4 days ago

Durban, KwaZulu-Natal, South Africa NielsenIQ Full time

NielsenIQ 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 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 NielsenIQ 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.

Job Description

The Customer Success Consultant will be working very closely with clients in the FMCG world to have a rigorous understanding of their business, objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs and identify sales opportunities to pass to our account development associates.

You will be responsible for maintaining and/or enhancing existing customer relationships, increasing NPS, using deep industry/customer/product knowledge to increase client ROI (across Retail Measurement Service & Consumer Panel Service), & driving adoption of NielsenIQ tools & capabilities.

You will leverage the breadth of NielsenIQ product portfolio by developing strong relationships with analytic associates across our business. Identify opportunities to collaborate and deliver provocative Thought Leadership on market, industry and category trends which can be shared across our client base.

Responsibilities

Earning Client Trust and Building Relationships:

  • Serves as the relationship owner within Customer Success to manage client relationship 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.
  • Leads and owns NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized.
  • Leverages existing NielsenIQ tools to advance Customer business objectives through strategic thought leadership and flawless execution.
  • 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 reporting needs.

People Management (Not Direct reports):

  • Establish high standards of performance and hold associates firmly accountable for meeting those standards.
  • Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards.
  • Act as coach, guide and mentor to employees and contribute to succession plan for the team.
  • Establish a strong team environment focused on exceeding internal and external client requirements.
  • This does not involve an element of Direct reports of direct team leadership.
Requirements
  • Extensive experience of analyzing data in an FMCG environment.
  • Strong planning and servicing skills.
  • Experience of working with clients to solve business issues.
  • Excellent communication, presentation and interpersonal skills.
  • Demonstration of how to design solutions to answer client business issues.
  • A consultative style of working.
  • A proven track record of delivering success through others.
  • Ability to build strong networks and relationships, internally and with clients.

Additional Information:

  • Flexible working environment.
  • Volunteer time off.

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 our website. Want to keep up with our latest updates? Follow us on our social media channels.

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.

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