CustomerSuccessExecutive(UKHours)

The Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and/or Etilize solutions. The Customer Success Executives are a vital, customer-facing component of NIQ Brandbank, working with our key customers. Their primary goal is to build strong, long-term relationships with our customers by proactively addressing their needs and helping them maximize the value they get, across the suite of solutions both Brandbank and/or Etilize offer. Job Purpose The Customer Success Executive role is responsible for building strong relationships with their customers, understanding their needs and goals and ensuring they drive maximum value from the company's offerings. In this role, you will proactively engage with customers to address any issues, provide training and support, and identify opportunities for upselling and cross-selling. Role Responsibilities The role is responsible for the ongoing support and development of Tier 2 customers through implementing the Customer Success strategy which will encompass the following: * Customer Experience: Ensure high customer satisfaction by understanding and addressing customers’ needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes. * Performance Metrics: Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives. * Process Improvement: Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager. * Training and Development: Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship. * Cross-Department Collaboration: Work closely with other departments,