Analyst - Customer Success Retail

Job Description

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 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)

Qualifications

• 1-2 years of experience in the CPG industry and/or related sales, category management, market research
• Prior experience with NIQ (or similar) solutions preferred; Analytics space, including POS/Panel data
• Strong knowledge of the CPG industry and client organizations
• Consultative client skills and innovative problem‑solving skills
• Proven experience in successfully leading complex client relationships
• Proven track record of building client engagement
• Experience building relationships and consensus with clients
• Ability to successfully influence and negotiate with clients, colleagues, and Executives/management
• Ability to write and deliver effective proposals and presentations
• Proven and quantifiable overachievement of revenue, sales and profitability objectives; strong pipeline management skills with a track record of predictability and consistency
• Proven skills managing selling cycles from four week to six
• Bachelor’s degree

Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee‑Assistance‑Program (EAP)

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. To learn more about our ongoing efforts in diversity and inclusion, please visit