Job Title: Product Expert & Customer Success Enablement

Employment Type: Full-time Location Type: Remote Salary: Not Specified

Company Description

NIQ is the world's leading consumer intelligence company, delivering the most complete and unbiased view of the consumer. Activate is our Retailer Suite solution, enabling us to create a new success model between retailers, their shoppers, and their suppliers.

Position Overview

In this role, you will perform as a product expert and customer success enablement specialist. You will work closely with Customer Success Managers (CSMs) to enable them to provide value to the customer, demonstrate best practices, and consult on product-related and best practice topics. You will also be invited to customer meetings and workshops as a product and customer success expert to support existing customers with onboarding, value realization, and pre-sale activities.

Responsibilities

• Product Expertise & Advisory: Act as an Activate product expert and customer success best practices advisor for CSMs, customers, and prospects in your portfolio/region.
• Knowledge Sharing: Share product knowledge, best practices, processes, 'how-to' guides, new releases, and product roadmaps through workshops (including on-site), presentations, 'train the trainer' sessions, and special meetings like pre-sales and Proofs of Concept (POCs).
• Content Development: Collaborate with Product Management, Product Marketing, and Product Education Managers to create and translate essential materials into local languages for the Education Portal and CSM KIT.
• Customer Onboarding & Implementation: Work closely with CSMs to lead the business onboarding of new retailers, connecting business needs with technical implementation during Activate.
• Technical Collaboration: Liaise with Tech Support and Engineering teams to address product bugs, configurations, data issues, or requests.
• Customer Enablement: Be proactive in educating customers and CSMs to maximize product usage and value.
• Product Feedback Loop: Collect and review product change requests from customers and CSMs, delivering and prioritizing them with the Product Management team. Act as the bridge between CSMs and the Product Management team.
• Product Representation: Represent CSMs and customers in product request meetings and new release processes, working with Support, Product, and R&D.
• Value Measurement & Success Stories: Work on value measurement to create success stories and best practices for measurement and personalization optimization.
• CSM Support: Conduct bi-weekly meetings with CSMs to ensure all required support is being provided.
• Customer Engagement: Participate in customer Quarterly Business Reviews (QBRs) or Steering Committees when required.

Objectives/KPIs

• Overall Customer Satisfaction & Recommendation & Referrals (CSAT, NPS surveys)
• Overall Customer Product Usage & ROI from Personalization
• Customer Expansion & Renewal
• Commercial and Customer Success Effectiveness

Qualifications

• A minimum of 5 years of demonstrated experience working with enterprise customers, in account management, or consultancy roles.
• Proven track record of establishing strong customer relationships across all organizational levels.
• Proven track record in delivering significant value to customers.
• Excellent presentation and communication skills, with the ability to guide and conduct long/on-site/virtual workshops.
• Strong communication and interpersonal skills.
• Diplomacy, tact, and poise when handling customer issues and escalations.
• Strong organizational and time management skills, with the ability to manage multiple projects simultaneously.
• Demonstrated ability to work effectively cross-functionally.
• Project management skills.
• Strong analytical skills, with experience in data analytics and creating insights from data.
• Experience in the retail industry, FMCG market, and shopping behavior analytics is an advantage.
• Experience with CRM, Personalization, or digital advertising is an advantage.

Must-Haves:

• Excellent English proficiency.
• Excellent Spanish proficiency.
• Portuguese proficiency is a huge advantage.
• Excellent proficiency in MS Office tools.
• Strong experience in creating presentations, best practices/frameworks materials, and other educational & enablement documents.
• Ability to create cross-team processes and implement them.
• Bachelor’s degree.

Additional Information

Our Benefits:

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