- Job Title: SMB Customer Success Executive
- Location: Lagos
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About NielsenIQ
NielsenIQ 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 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 NielsenIQ 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.
The Role
- The SMB Client success Associate is responsible for executing specific client support-related activities including the delivery of reporting to our clients and/or client-focused data support, resolution and triage, and contract & order-to-invoice execution.
- The focus is to create high levels of client satisfaction by delivering accurate and insightful responses that contribute to client outcomes.
Responsibilities
- Support day to day contacts at the client, contributing to the achievement of client satisfaction targets
- Build effective relationships with client representatives
- Own reporting, including report maintenance, business issue analysis, and solution integration
- Provide training to clients on NielsenIQ tools and solutions
- Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables
- Continue to broaden knowledge of client business issues and needs, NielsenIQ services, and the broader industry
- Liaise with other teams as necessary (e.g. operations, off-shore partners, technology, and data science) to solve client business questions and inquiries
- Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team
- Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded
- Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
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Requirements and skills
- Good understanding of FMCG industry and trends
- Solid Knowledge of NielsenIQ products and services
- 1-2 years NielsenIQ Client Service at Response and/or industry experience
- Good interpersonal skills – ability to develop relationships internally and at the client organization
- Strong problem-solving skills, with gradually declining supervision
- Strong time management skills and prioritization ability, with gradually declining supervision
- Able to respond to inquiries of moderate complexity with almost zero supervision
- Able to respond on enquiries of higher complexity with limited supervision
- Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction
- Able to coach and support Jr. Executives
- Strong levels of clients satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP).
