Analyst - Customer Success Retail

Responsibilities

• Serve as the relationship owner within Customer Success to manage client relationship and execute critical communications​.
• - Responsible for identifying relevant stakeholders at Client (e.g., respective decision makers for service model, JBP, NPS, contract renewal)​
• -Work closely with the AD to develop strategic direction and service strategy to advance client’s priorities through JBPs and drive improved, measurable satisfaction with NIQ​ ​
• - Leads JBP process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of JBP and customer ways of working, and collaborating with other CS functions to incorporate analytic and data quality elements into JBP​
• Lead QBO and Client Review process, focusing on service delivery and ROI elements, showcasing outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining JBP to align with customer priorities and objectives​
• Lead and own NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized​
• -Responsible for consulting and service model elements for master contract renewal, proposal/RFP building process, and creation/delivery of client presentations​
• -Build deep expertise and empathy for Customer’s business and associated needs​
• -Build meaningful relationships across multiple client divisions and develop a trusted advisor partnership with the key customer stakeholders​​
• Lead generation: Display a full understanding of all NIQ portfolio of services and products as well as 'incremental offerings', and guide/ coach Industry Insights team to identify, create, and convert opportunities to incremental sales through strong client relationships ​
• Create value through leveraging existing NIQ tools to advance Customer business objectives through strategic Thought Leadership and flawless execution​
• Identify opportunities for increased partnership and elevate those opportunities to organizational partners​ ​
• Facilitate a clear day-to-day and strategic two-way communication between NIQ and Customers​
• Serve as the SPOC for coverage, quality, delivery, servicing, and technical issues escalation from Industry Insights, Customer Service, and/or Operations/Data Science, and drive and coordinate internal cross-functional customer issue resolution and associated response​
• Lead onboarding process and own the setup of client onboarding in collaboration with other CS functions​
•  Understand and be able to explain CPS usage (facts and fundamentals) to clients accurately and confidently, ​
•  Be able to bring insights from CPS (especially to create CPS sales opportunities for other markets if the client is at HQ, also responsible for an NIQ market with CPS, where they are not purchasing CPS from NIQ)​