Customer Integration Consultant

The Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and Etilize solutions. 

The Customer Integration function is a vital, client-facing component of NIQ Brandbank. It is responsible for managing the suite of solutions across both Brandbank and Etilize, including associated service levels. This function ensures the efficient ingestion and distribution of all relevant digital product content to meet the needs of our internal teams, stakeholders, customers, industry, and NIQ.

About the job

The core focus of the Customer Integration Consultant role is to become proficient in Brandbank services and systems, ensuring that internal and external customers can access the Brandbank data through APIs and extracts.

In this role you will be responsible for the 2nd line support of feeds to data consumers and internal users, consultancy with customers to support their implementations as well as the design and implementation of feeds. This role requires you to have a good blend of both customer & technical skills as you will often be required to talk with both commercial & technical contacts.

This is a technical role with elements of support and customer service to the internal Brandbank functions, ensuring that requests are processed efficiently to resolution or escalated to the relevant resolving team as well as project support that will enable the business to deliver services to a global market.

Responsibilities

• Work with Commercial and Pre-Sales teams to understand customer requirements and document these.
• Configure feeds to the specifications detailed in the requirements document.
• Provide training and guidance to customer technical support teams on the use of the Brandbank APIs ensuring Brandbank best practice recommendations are followed.
• Assist with the gathering of technical requirements for non-standard flexible integrations and pass the requirements to the necessary development team.
• Provide alternative solutions where the standard APIs are not suitable.
• Provide 1st and 2nd line support for internal & external customers.
• Effectively manage, prioritize and escalate support issues to the development team if applicable.
• Investigate and resolve issues within the given SLAs and escalate issues to the relevant departments where necessary.
• Develop a thorough understanding of every aspect of the Brandbank services and be proactive in staying up to date with new products and services.
• Identify improvements and gaps in the Brandbank services and build solid business cases for the development of such services.
• Compiling documentation for customers and internal staff including:
  • Technical and usage guides
  • Policies and frameworks
  • Knowledge transfer and basic training.
  • Requirements gathering and identifying customer objectives.
• End to end ownership of new integrations with our data consumers.
• Become involved with planned projects and bespoke software releases with a view to providing technical support for the new systems.
• Become proficient in both bespoke and core applications.
• Using the internal ticketing ITSM system, ensuring requests escalated to you are completed within the agreed SLA.
• Communicate notices to the rest of the business and external partners and customers, managing expectations and ensuring a good customer experience.

Key Competencies

Communication

• Excellent command of written and spoken English.
• Excellent written and verbal communication skills, including building customer rapport.
• Ability to explain complex technical requirements to individuals with no technical experience.
• Polite and cheerful with a positive attitude towards work, and willing to put in the effort required to ensure the business reaches its goals.

Organization

• Willingness to be flexible around working hours.
• Experience working within an ITIL aligned service desk.
• Ability to work under own initiative.
• Ability to manage your own time effectively.
• Ability to manage multiple projects concurrently.

Continuous Learning

• Desire to learn and develop.
• Proactive in keeping up to date with new Brandbank products and services.

Analytical Ability

• The ability to understand and dive into the detail of a solution, e.g. API definitions.
• The ability to quickly grasp a clear understanding of a customer’s needs and translate them to a set of requirements and well-planned deliverables.
• Strong problem-solving skills.