Client Success Executive - Contractual

Join GfK, an NIQ company, and contribute to shaping the future of consumer intelligence. As a global leader with over 89 years of trusted experience, we provide manufacturers and retailers with deep insights into consumer behavior through our Full View™ approach. Our mission is to uncover sustainable growth opportunities for our clients, employees, and the planet. We are currently seeking a Customer Success Executive on a one-year contractual basis to support our Brandbank and Etilize solutions.

The Customer Success Executive plays a vital role in fostering strong, long-term relationships with Tier 2 customers. This customer-facing position focuses on onboarding, adoption, retention, and satisfaction by proactively addressing client needs and maximizing the value derived from our product suite. You will engage regularly with customers, provide training and support, and identify opportunities for upselling and cross-selling to enhance customer success.

Key Responsibilities
- Customer Experience: Build trusted advisor relationships by understanding customer goals and needs. Conduct regular check-ins and business reviews to ensure customers achieve their desired outcomes and maintain high satisfaction levels.
- Performance Metrics: Meet key performance indicators such as customer satisfaction scores, retention rates, and product usage to evaluate the success of customer initiatives.
- Process Improvement: Identify and implement enhancements to improve operational efficiency and customer satisfaction in collaboration with your manager.
- Training and Development: Deliver training and support to both customers and internal team members to foster productive partnerships.
- Cross-Department Collaboration: Work closely with Commercial, Sales Enablement, and PTO teams to ensure smooth product delivery, resolve operational queries, and maintain service excellence.
- Product Knowledge: Develop deep expertise in 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 customer adoption and usage, using data insights to drive continuous improvement.
- Customer Feedback: Collect and utilize customer feedback to improve Net Promoter Scores (NPS) and overall service quality.
- Customer Advocacy: Represent customer interests internally to influence product development and service enhancements.
- Additional Duties: Perform other reasonable tasks as assigned, which may include out-of-hours work and travel to customer sites or NIQ offices domestically and internationally. Adhere to 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 within B2B environments involving relationship management.
- Customer-focused mindset with the ability to work independently and deliver results in a fast-paced setting.
- Strong collaboration skills with proven experience working cross-functionally to achieve business objectives.
- Excellent problem-solving abilities and consistent deadline management.
- Bachelor’s degree.

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 well-being.

NIQ integrates artificial intelligence tools throughout the recruitment process to enhance efficiency and fairness. All final hiring decisions are made by humans, with ongoing reviews to minimize bias and ensure compliance with legal standards. NIQ is committed to diversity, equity, and inclusion, fostering a workplace that reflects the communities we serve. Employment decisions are made without regard to race, gender, age, disability, or other protected characteristics.

Join us at NIQ to be part of a global leader delivering unparalleled consumer insights and driving innovation through diversity and inclusion.