Executive, Customer Success (Market Insights)

Company Description

NIQ/GFK is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods, Tech & Durable manufacturers and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NIQ GFK is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Description

The Customer Success Executive is a pivotal agent in the successful go-to-market of gfknewron (NIQ/GfK Proprietary tool). Actively servicing client users on trials and further ahead first subscribing customers, the role will be focused on driving gfknewron user adaption and satisfaction. This requires both a firm understanding of the Technology & Consumer Goods industries as well as the ability to grow customer intimacy through regular (daily/weekly) engagement. For strategic accounts the CSM is also expected to organically grow into the client organization and provide field colleagues with opportunities to cross and upsell in addition to existing services.

Key Tasks & Responsibilities

• Establishes to be a strategic partner to our local (and regional) clients
• Are an internal and external innovation agent. Drive change for faster reaction to changing market requirements.
• Are experts in their market (industry, products, channels etc.)

External

• Provide in-depth consulting services, delivering insights and analytics as well as thought leadership to create value for clients
• 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 Quantified Business Opportunity and Client Review process, 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
• Understands and works with POS-related data with the client (gfknewron market, predict and consumer) and is the central point of contact, that includes driving adoption rates (i.e. activation, reactivation and engagement) of gfknewron within client organization, ensures effective and efficient client training and onboarding of new customers, and educates customers about the most relevant features/functionalities for their specific business needs.
• 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
• Is a market expert for the hand