Customer Success Executive in Norwich

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

• 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.
• Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives.
• Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager.
• Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship.
• 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.
• Develop a comprehensive understanding of core services and additional software offerings.
• Track customer usage against allowances and address any queries related to systems.
• Adoption of existing systems and processes to streamline operations and improve service delivery.
• 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.
• Obtain customer feedback to drive a continuous improvement to NPS.
• 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

Additional Information

• 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 ****, 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 ViewTM. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

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.