Executive, Customer Success (Market Insights)

Benefits

Additional Information

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 handled category / industry segment Coordinates client services locally (and regionally) Co-identifies leads for cross sell and upsell opportunities with the client Helps to improve renewal rate by demonstrating clear business outcome and value Internal Certified CSM (gfknewron market, predict and consumer certificate) and knows the POS proposition in detail Building solid market and deep POS knowledge Ensures to be updated on relevant knowledge and has deep understanding of platform offerings Collects and provides feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience Collaborates with account management at the pre-sales and renewal stages, co-identifies sales leads Collaborates with other business unit teams to identify opportunities for strategic assignments Coordinates internal client services nationally (and internationally) Validates / conduct QC to guarantee GfK seal of quality In other words: You will make the difference by being the face of our company and its digital solutions! Degree in Business /Marketing/ Statistics. Experience in consultancy firm is highly desired At least 1 - 3 years of experience in Market Research/Product Marketing/Business Development, within Home & Lifestyle, Consumer durables, Technology industries preferred Excellent English language skills Strong presentation and communication skills, client-centric approach Proactive and consistent engagement with multi-disciplined teams Co-ordination and decision making of how to achieve client outcomes and organization goals Driving delivery of results for clients & GfK across diverse cultures, mind sets, disciplines, and influences Passion, dedication, commitment, eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude. Creativity and the ability to address real-world business problems analytically

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