Customer Onboarding Specialist at NielsenIQ

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 Etilize solutions.     The Customer Success Analysts are a vital, customer-facing component of NIQ Brandbank, working with our key customers often face-to-face. 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 Etilize offer.   Job Purpose   The Customer Success Analyst manages the day-to-day activities and processes to successfully onboard our retail customers to the suite of solutions both Brandbank and Etilize offer. In this role, you will have personal and team goals and be responsible for executing strategies to enhance customer satisfaction and retention, ensuring we deliver world-class customer experience.   You will effectively establish and build strong relationships with our customers through the onboarding process, for all Brandbank and Etilize solutions.   Role Responsibilities   The role is responsible for the ongoing development and implementation, either directly or through your team, of the Customer Success strategy, which will encompass the following:   • Onboarding Management: Manage the retail customer onboarding process, including data analysis, migration and customer adoption to Brandbank and Etilize solutions. Ensuring sufficient resources are always in place (language and location) to deliver exceptional customer experience. • Customer Experience: Ensure high customer satisfaction by monitoring and improving customer service processes with both your manager and the Associate Director, Customer Onboarding. • Performance Metrics: Adhere to performance indicators (KPIs) used to measure the Customer Onboarding Analysts effectiveness and efficiency. • Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution. • Process Improvement: Customer Onboarding will follow the established processes. Identify improvements to enhance efficiency and customer satisfaction with both your manager and the Associate Director, Customer Onboarding. • Training and Development: Help identify knowledge gaps and opportunities for development in our Customer Support Teams and the Customer Onboarding Team to improve their skills and knowledge. • Cross Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer onboarding experience. • Voice of the Customer: Collect customer feedback to inform solution improvements and product development.