Customer Success Executive (12 Month Fixed Term)

Customer Success Executive (12 Month Fixed Term)

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.

The role is responsible for the ongoing support and development of Tier 2 customers through implementing the Customer Success strategy which will encompass the following:

• 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.

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).

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.

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

Private Medical Insurance

Flexible working environment

Learning & Development

Great team culture