Customer Success Analyst (Analytics Solutions)

Job title : Customer Success Analyst (Analytics Solutions)

Role Overview

• This role will be responsible for supporting client relationships, ensuring timely and accurate delivery of insights and reports, resolving client inquiries, and collaborating across multiple functions to drive client satisfaction and business outcomes.

Key Responsibilities

• Support day-to-day client contacts and contribute to the achievement of client satisfaction targets.
• Build and maintain effective relationships with client representatives.
• Own reporting activities, including report maintenance, business issue analysis, and solution integration.
• Troubleshoot and resolve client inquiries related to databases, software, coding, and other key aspects impacting client deliverables.
• Continuously broaden knowledge of client business issues and needs, NIQ services, and the broader FMCG/retail industry.
• Liaise with Operations, Offshore Partners, Technology, Data Science, and other relevant teams to resolve client business questions and inquiries.
• Monitor inquiry progress against agreed service levels and escalate issues where necessary.
• Build strong relationships with client support teams to ensure service levels are consistently met or exceeded.
• Work closely with Retail Analytics, Consulting, Operations, and Data Science teams to ensure deliverables are aligned to client business needs and delivered within agreed timelines.

Required Skills & Competencies:

Technical Skills:

• Microsoft Excel – Intermediate to Expert level
• Advanced formulas and functions
• Data manipulation and analysis
• Pivot Tables and reporting
• Power BI – Intermediate to Expert level
• Dashboard development
• Data visualization
• Data modelling and business reporting
• Microsoft PowerPoint – Intermediate to Expert level
• Client-ready presentations
• Storytelling and insight communication
• Visualization of business findings
• Microsoft Dynamics
• Client management and case tracking
• Understanding of CRM workflows.

Professional Competencies:

• Strong analytical and problem-solving skills
• Ability to interpret data and translate findings into actionable client recommendations
• Excellent stakeholder management and communication skills
• Strong organizational skills with the ability to manage multiple priorities
• Customer-centric mindset with a focus on service excellence
• Ability to work collaboratively across cross-functional teams
• Strong attention to detail and quality control.

Our Benefits

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