The Customer Success Consultant will be working very closely with our retailer clients to have a rigorous understanding of their business, objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs and identify sales opportunities to pass to our Account development associates. The role mainly focusses on retailers in the Tech and Durables sector.
You will be responsible for maintaining and/or enhancing existing customer relationships, increasing customer satisfaction (NPS), using deep industry/customer/product knowledge to increase client ROI and driving adoption of NielsenIQ tools & capabilities. You will use NielsenIQ tools to deliver strategic analysis with actionable insights and thought leadership on market, industry and category trends.
RESPONSIBILITIES
- Serves as the relationship owner within Customer Success to manage client relationship and execute critical communications
- Builds a network of effective and meaningful relationships at all levels to maximize business opportunities
- Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan
- Ensuring high customer retention and satisfaction levels by delivering exceptional service and support as well as leading governance meetings and monitoring customer health metrics like NPS.
- Leverages existing NielsenIQ tools to advance customer business objectives through strategic analysis and thought leadership and flawless execution
- Responsible for identifying opportunities through day-to-day engagements and handing off opportunities to Account Development to pursue
- Acts as voice of customer ensuring client needs are being met by the appropriate teams – whether this is data quality escalation or a reporting need
A little bit more about you
Qualifications
- Bachelor’s degree in business, Marketing, Communications, or a related field.
- 2+ years of experience in customer success, account management, customer service roles or retail
- Fluent in Dutch and English
- Experience of analysing data in Tech and Durables or FMCG environment
- Strong planning and servicing skills
- Experience of working with clients to solve business issues
- Excellent communication, presentation and interpersonal skills
- Demonstration of how to design solutions to answer client business issues
- A consultative style of working
- A proven track record of delivering success through others
- Ability to build strong networks and relationships, internally and with the client
What we offer
- A dynamic work environment with opportunities to engage with local and global companies.
- Flexible working hours and hybrid work options.
- Comprehensive onboarding and internal training programs.
- Access to learning platforms.
- Staff and team events.
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