SMB Customer Success Account Executive

Company Description

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.

NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

Job Description

Customer Success Account Executive - Dublin, Ireland

Full-time

Our Customer Success executives are vital to NIQ success. They work with our clients every day and support them to find solutions to business questions and challenges.

Customer Success SMB executives are specialised to support a specific segment of our clients, Small and Medium businesses, whose needs range from data/tools usage questions to market insight and thought leadership needs.

Customer Success SMB executives will have a good knowledge of the local market, will understand client needs and will be able to find a solution within the range of NIQ capabilities and/or by connecting the client with the right NIQ expert. They will build strong relationships with clients and will create an effective network within NIQ.

This role drives SMB clients to feel welcome when they choose NIQ and support in building loyalty and high levels of client satisfaction and retention during their experience.

RESPONSIBILITIES:

Understand the Client Needs and Provide High Quality Servicing to SMB clients.

Have a strong working knowledge of SMB clients’ and the role NIQ can play in supporting their growth

Responsible for client onboarding - support and educate the clients on NIQ data, measurement methodology and product offerings

Provide NIQ software training

Support clients with questions about the use of NIQ software, data and reporting and work with internal stakeholders where necessary

Be the 1st to go person for clients for ‘day to day’ questions and Drive CSO adoption where relevant

Work closely with the Sales team and support the identification of sales opportunities with SMB client base

Responsible for collecting client feedback (NPS)

Proactively share relevant Insights and Thought leadership

Coordinate activities to meet the client need, if expertise from other teams is required

Workload Management and Prioritisation:

Manages workload independently and effectively prioritizes client commitments alongside internal commitments

Maintains a clear communication with the key stakeholders

Maintains and delivers work log trackers and project plans where applicable

WHAT WE CAN OFFER:

We provide the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and retailers, we combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation and redefine what’s possible.

Working with our Customer Success team gives you access to:

Our amazing 'people first' culture with plenty of flexibility

Career & Learning development

Making an impact on your clients’ and NIQ's growth

Becoming an expert driving client engagement & satisfaction for small & medium businesses

Qualifications

3/5 years experience, in an FMCG environment is a plus

Strong verbal and written communication skills (Proficiency in English)

Client-focused with a strong desire to meet client needs and deliver satisfaction  

An aptitude & desire to build relationships with internal and external stakeholders

Ability to work within a virtual and matrix environment

Proficiency in Microsoft Excel and comfort working with data analysis tools

Ability to influence internal stakeholders until resolution

Ability to work independently and manage more complex issues/client related projects

Excellent time management and prioritization skills

Hands-on, pragmatic and solution-oriented attitude

Knowledge of NIQ internal process is a plus

A healthy sense of humour

Additional Information

Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically