Customer Success Consultant

Job Description

The Customer Success Consultant will be working very closely with clients in the FMCG world 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.

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 leverage the breadth of NielsenIQ’s product portfolio by developing strong relationships with analytic associates across our business. Identify opportunities to collaborate and deliver provocative Thought Leadership on market, industry and category trends which can be shared across our client base.

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
• Leads key customer engagement processes (Quantified Business Opportunity and governance meetings), focusing on service delivery and ROI elements, highlighting outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining Joint Business Plan to align with customer priorities and objectives
• Leads and owns NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized
• Leverages existing NielsenIQ tools to advance Customer business objectives through strategic 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 Costumer ensuring client needs are being met by the appropriate teams – whether this is data quality escalation or a reporting need

REQUIREMENTS

• Extensive experience of analysing data in an 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 client

OUR BENEFITS

• Flexible working environment: we offer a flexible work environment with a hybrid home/office system, giving you the opportunity to work efficiently both on-site and remotely from home
• Customer Success Academy: extensive onboarding and ongoing learning to support your professional development
• Combination of international work environment and local customers: you will be part of the international organization with local clients, providing you with a diverse and stimulating work environment
• Diverse Career Paths: explore various career paths within the NielsenIQ structure, both in the Netherlands and internationally, as you grow and advance in your role
• Volunteer time off

Additional Information

Our Benefits

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