Contractual Customer Success Executive

About the role

NielsenIQ (a GfK company) is hiring a Customer Success Executive for a one-year contractual position in Karachi. The role sits in the Customer Success function of NIQ Brandbank and works directly with key customers, helping them get maximum value from the Brandbank and/or Etilize solutions. It is a customer-facing position focused on building long-term relationships.

Key responsibilities

• Build strong relationships with Tier 2 customers, understand their needs and goals, and act as a trusted advisor through regular check-ins and business reviews.
• Meet KPIs such as customer satisfaction scores, retention rates and product usage metrics.
• Identify and implement improvements to efficiency and customer satisfaction, and obtain customer feedback to improve NPS.
• Provide support and training to team members and customers.
• Work with Commercial, Sales Enablement and PTO, schedule product deliveries, handle operational queries and support the operations team.
• Develop knowledge of core services and software offerings, track customer usage against allowances and answer system queries.
• Prepare and present adoption and usage reports for customers, and act as an advocate for customers in product development.

Required profile

• Bachelor's degree.
• Some experience in customer-facing roles, preferably in B2B with relationship management.
• Ability to work independently in a fast-paced environment and meet deadlines.
• Positive, collaborative attitude and cross-functional teamwork experience.
• Availability to work from 12:00 pm to 8:00 pm PKST time.
• May require out-of-hours work and travel to customers and other NIQ offices.

What we offer

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