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For Companies At a Glance
- Tasks: Support customers, enhance their experience, and build strong relationships.
- Company: Join NIQ, a leading consumer intelligence company with a diverse culture.
- Benefits: Enjoy private medical insurance, flexible working, and learning opportunities.
- Why this job: Make a real impact by helping customers succeed with innovative solutions.
- Qualifications: 3+ years in customer-facing roles with a focus on relationship management.
- Other info: Dynamic team culture with opportunities for growth and development.
The predicted salary is between 30000 - 42000 £ per year.
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/or Etilize solutions. The Customer Success Executives are a vital, customer-facing component of NIQ Brandbank, working with our key customers. Their primary goal is to build strong, long-term relationships with our customers by proactively addressing their needs and helping them maximize the value they get, across the suite of solutions both Brandbank and/or Etilize offer.
As a Customer Success Executive, you will work closely with your customers to enhance their overall customer experience and contribute to the long-term success of both the customer and all Brandbank and/or Etilize solutions.
Your Responsibilities
- Customer Experience: Ensure high customer satisfaction by understanding and addressing customers’ needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes.
- Performance Metrics: Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives.
- Process Improvement: Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager.
- Training and Development: Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship.
- Cross-Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer experience. Schedule product deliveries according to workflow capacity, handle operational queries, and support the operations team to maintain high service levels.
- Product Knowledge: Develop a comprehensive understanding of core services and additional software offerings. Track customer usage against allowances and address any queries related to systems.
- Technology Utilization: Adoption of existing systems and processes to streamline operations and improve service delivery.
- Reporting and Analysis: Prepare and present detailed reports for your customers on adoption and usage of services. Use performance data to drive continuous improvement initiatives with our customers.
- Customer Feedback: Obtain customer feedback to drive a continuous improvement to NPS.
- Customer Advocacy: Act as an advocate for the customer within the company, ensuring their needs and feedback are considered in product development and service improvements.
Other
You may be asked to undertake additional duties to those above, either temporarily or permanently, which the Company reasonably believes you can carry out or for which you will be trained. Relevant professional, ethical and health and safety standards apply to this role. May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international).
Your Qualifications
- Minimum 3+ years' experience in customer facing roles.
- You have a customer driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management.
- Ability to deliver quickly in a fast-paced environment and independently overcome challenges.
- A positive and collaborative attitude and proven experience in working cross-functionally with internal teams to drive customer success and achieve business goals.
- Strong problem-solving abilities and the capacity to meet deadlines consistently.
A little bit about you
- Effective Communication
- Value people & the benefit of teamwork
- Result Driven
- Show integrity & responsibility
- Positive & solution focused
- Show initiative, innovation & a strong desire to improve
- Proud of what we do
What You Get
- Private Medical Insurance
- Flexible working environment
- Learning & Development
- Great team culture
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review where permitted by law, please contact your local HR representative.
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
Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact.
Customer Success Executive (12 Month Fixed Term) in Norwich employer: NIELSENIQ
Contact Detail:
NIELSENIQ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive (12 Month Fixed Term) in Norwich
✨Tip Number 1
Get to know the company inside out! Research NIQ Brandbank and its solutions so you can speak confidently about how you can enhance customer experiences. This will show you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success. Think about your past experiences and how they align with the role. We want to hear your stories about building strong customer relationships!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive, which is key in customer success!
We think you need these skills to ace Customer Success Executive (12 Month Fixed Term) in Norwich
Some tips for your application 🫡
Show Your Customer-Centric Attitude: Make sure to highlight your customer-driven mindset in your application. We want to see how you've built strong relationships and addressed customer needs in your previous roles.
Be Specific About Your Experience: When detailing your experience, focus on specific examples that demonstrate your success in customer-facing roles. Use metrics where possible to show how you’ve contributed to customer satisfaction and retention.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences that align with the Customer Success Executive role. We love seeing candidates who take the time to connect their background to our needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at NIELSENIQ
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success. Understand key concepts like customer onboarding, retention, and satisfaction. This will help you speak confidently about how you can contribute to building strong relationships with customers.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. Highlighting your problem-solving abilities will demonstrate that you're capable of meeting the challenges of a fast-paced environment.
✨Familiarise Yourself with NIQ's Solutions
Take some time to research NIQ Brandbank and Etilize solutions. Understanding their products will allow you to discuss how you can help customers maximise their value and enhance their overall experience during the interview.
✨Emphasise Team Collaboration
Since the role involves working cross-functionally, be ready to share examples of how you've collaborated with different teams in the past. This will show that you value teamwork and can effectively contribute to a seamless customer experience.
