Customer Success Specialist

Company Description

As a NIQ company, we are the world's leading consumer intelligence firm, delivering the Full View™ on consumer behavior. We work to enable manufacturers and retailers better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to sustainable growth for our clients, our people, and our planet.

We are always looking for open-minded people who will grow with us, push boundaries, and pioneer disruptive methods in market research, data science, technology, and AI. If you share this passion to drive things forward and the integrity to insist on doing things the right way, we'll equip you to take your future into your own hands and play a leading role in our story.

Job Description

We are currently seeking a Customer Success Specialist who will be a part of the Kazakhstan Commercial Team.

Customer Success Specialist is a pivotal agent in the successful transition of Clients to One Platform (Discover). 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.

The Customer Success Specialist role will have the following key accountabilities: 

• 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.).

Responsibilities (External):

• Understands and works with POS-related data with the client (startrack/discover, possibly also predict and/or consumer) and is the central point of contact.
• Ensures effective and efficient client training and onboarding of new customers.
• Educates customers about the most relevant features/functionalities for their specific business needs.
• Drives adoption rates (i.e. activation, reactivation and engagement) of One Platform within client organization by demonstrating clear ROI to client to reach our high goals.
• Drives regular usage with stakeholders in the client organization.
• Finds and builds, new user base for NIQ offerings.
• Develops fact-based answers to complex key business questions. Co-develops use cases with clients that shows the value of NIQ data and their outcome for the clients.
• Is a market expert for the handled category / industry segment.
• Delivers insightful high-level presentations and actionable recommendations to our clients.
• 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.               

Responsibilities (Internal):

• Certified CSM (startrack, discover, 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.
• 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!

Qualifications

• Bachelor´s/ Master´s degree in Statistics, Math, Accounting, Business Administration, Economics, Engineering, or equivalent experience.
• New graduate as well as 1-2 years of experience in Marketing / Sales Departments in Consumer Electronics (MDA, SDA, CE, IT/OFFICE/TELECOM), Category Management in Retail Sector is a plus.
• Excellent English language skills.
• Strong presentation and communication skills, client-centric approach.
• 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.
• Living in Almaty.

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

About NIQ

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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion