Client Success Executive - Contractual

Join GfK, an NIQ company and a global leader in consumer intelligence, to help shape the future of understanding consumer behavior. With over 89 years of trusted experience, we empower manufacturers and retailers to gain a full view of what consumers truly want. As part of our team, you will contribute to sustainable growth for our clients, our people, and the planet. This role is a one-year contractual position focused on driving customer success for NIQ Brandbank and Etilize solutions.

Key Responsibilities

- Customer Experience: Build and maintain strong, long-term relationships with Tier 2 customers by understanding their needs and goals. Act as a trusted advisor through regular check-ins and business reviews to ensure customers achieve their desired outcomes and maximize value from our solutions.

- Performance Metrics: Meet key performance indicators such as customer satisfaction scores, retention rates, and product usage metrics to measure the success of customer success initiatives.

- Process Improvement: Identify opportunities to enhance operational efficiency and customer satisfaction, collaborating with both customers and management to implement improvements.

- Training and Development: Provide training and support to customers and team members to foster mutually beneficial relationships and ensure effective use of our products.

- Cross-Department Collaboration: Work closely with Commercial, Sales Enablement, and PTO teams to deliver a seamless customer experience. Manage product delivery schedules, handle operational queries, and support the operations team to maintain high service standards.

- Product Knowledge: Develop a deep understanding of core services and additional software offerings. Monitor customer usage against allowances and resolve system-related queries.

- Technology Utilization: Leverage existing systems and processes to streamline workflows and enhance service delivery.

- Reporting and Analysis: Prepare detailed reports on service adoption and usage for customers. Use data insights to drive continuous improvement initiatives.

- Customer Feedback: Collect and analyze customer feedback to improve Net Promoter Scores (NPS) and overall customer satisfaction.

- Customer Advocacy: Represent customer interests within the company to influence product development and service enhancements.

Additional duties may be assigned as needed, including occasional out-of-hours work and reasonable travel domestically and internationally. All activities must comply with professional, ethical, and health and safety standards.

Required Qualifications

- Availability to work from 12:00 pm to 8:00 pm PKST.
- Experience in customer-facing roles, preferably in B2B environments with relationship management responsibilities.
- Strong customer-driven attitude with the ability to work independently in a fast-paced setting.
- Positive, collaborative mindset with proven ability to work cross-functionally to achieve business goals.
- Excellent problem-solving skills and consistent ability to meet deadlines.
- Bachelor’s degree or equivalent qualification.

Preferred Qualifications and Benefits

- Flexible working environment supporting work-life balance.
- Volunteer time off to encourage community engagement.
- Access to LinkedIn Learning for continuous professional development.
- Employee Assistance Program (EAP) to support employee wellbeing.

NIQ integrates artificial intelligence tools throughout the recruitment process to enhance efficiency and fairness. These tools assist with résumé screening, candidate assessments, interview scheduling, and administrative tasks, but all final hiring decisions are made by human recruiters. NIQ is committed to fairness, transparency, and inclusion, regularly reviewing AI use to mitigate bias and comply with legal standards.

NIQ is a global leader in consumer intelligence, combining advanced analytics and comprehensive insights to deliver the Full View™ of consumer behavior. Operating in over 100 markets and covering more than 90% of the world’s population, NIQ is dedicated to diversity, equity, and inclusion. Employment decisions are made without regard to any protected characteristic, fostering a workplace that reflects the diversity of the communities we serve.

If you are passionate about driving customer success and want to be part of a company committed to innovation and inclusivity, consider joining NIQ.