Customer Success Specialist at NielsenIQ

Karachi, Punjab, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Salesforce, JIRA, Communication, Project Management, Data Analysis, Problem Solving, Customer Engagement, Relationship Management, Technical Support, Process Improvement, KPI Management, Integration, Reporting, Client Relations, Product Knowledge

Industry

Software Development

Description

Job Description Customer Success Specialist is responsible for engaging and maintaining relationship with NIQ GfK product catalog customers. Ensuring customer success through making sure NIQ GfK product catalog services are being utilized by customers and identify any opportunities for business growth. Ensuring existing revenue is retained by providing support to existing accounts. Make regular health checks via phone, meetings and/or emails. Maintain outstanding relationships with existing customers – high or low maintenance. Record keeping key customer communication in Salesforce, JIRA and defined central location. Coordinate with cross departmental POCs to ensure customer delivery be it complex or simple. Ability to identify business opportunities and present to stakeholders. Assist Customer Success Senior Service Manager in day-to-day operations. This is a night shift job based off Pakistan Develop / maintain excellent professional relationship with the customer Keeping customer engaged with products and services they have purchased from GfK Etilize Ensure at high-level the customer success KPIs are maintained and further improved during customer experience phase Ensure integration process is smooth and fast time-to-value is realized by customer during customer on-boarding Build customer loyalty with GfK Etilize and retain customer revenue Advocate for customer’s business success Bridge gap between customer and operations for product, project and services delivery and issues resolution Escalate customer issues and potential risks to department manager/sales/business Make regular health check via calls, emails and record all correspondence in CRM. Follow pre-defined checklist Ensure termination checklist steps are followed incase customers decide to part ways Create reports if needed by sales team. Example, coverage reports Run yearly surveys to track customer satisfaction score and work with cross functional departments to improve satisfaction ratings Work with technical team for support on products and services integration with customer systems Respond, track and verify resolution to customer issue with respect to delivery & quality of products/services Responding to customer concerns quickly and ensuring fast turnaround time CSM may require providing pre-sales support including running reports, project planning, conference calls, coordination with the team/customer - subject to Manager's approval Seek potential upgrade opportunity within their accounts and forward to account owners Review customer’s website(s) to see if the content is being used as intended per the contract, suggest improvements and advise on best implementation practices Suggest efficient processes that can improve on customer success KPIs Take initiatives and identify opportunities for improvement of internal processes with facts Responsible for special customer projects, requirement gathering, communication with cross-functional teams, management and delivery as per the SLA/Contract Qualifications Excellent verbal and written English communication with confidence Excellent understanding of customer relations and expectations management Good understanding of designing process flows Excellent understanding of Salesforce and JIRA ticketing system Basic understanding of XML, JSON, API integration, database, content delivery model and web-design is an asset Basic understanding of relational Data Bases. Moderate understanding of Excel (formulas), designing content comparison visuals on Power Point or Word Basic understanding of project management. Able to plan, implement and deliver customer special projects Basic understanding of product information management (PIM) systems Excellent understanding on GfK Etilize products and solutions. Bachelor’s degree preferably in Computer Science or Engineering Should have at least four years of equivalent experience or at least two years of experience in customer interaction. Client Relations Management Course is a plus Additional Information NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies. Our Benefits Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) About NIQ NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook 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 the https://nielseniq.com/global/en/news-center/diversity-inclusion Career Site Team: Customer Success

Responsibilities

The Customer Success Specialist is responsible for maintaining relationships with customers and ensuring they successfully utilize NIQ GfK product catalog services. This includes conducting health checks, coordinating with departments, and advocating for customer success.