Job Description

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 Etilize solutions.

The Customer Integration function is a vital, client-facing component of NIQ Brandbank. It is responsible for managing the suite of solutions across both Brandbank and Etilize, including associated service levels. This function ensures the efficient ingestion and distribution of all relevant digital product content to meet the needs of our internal teams, stakeholders, customers, industry, and NIQ.

About the job

The core focus of the Customer Integration Consultant role is to become proficient in Brandbank services and systems, ensuring that internal and external customers can access the Brandbank data through APIs and extracts.

In this role you will be responsible for the 2nd line support of feeds to data consumers and internal users, consultancy with customers to support their implementations as well as the design and implementation of feeds. This role requires you to have a good blend of both customer & technical skills as you will often be required to talk with both commercial & technical contacts.

This is a technical role with elements of support and customer service to the internal Brandbank functions, ensuring that requests are processed efficiently to resolution or escalated to the relevant resolving team as well as project support that will enable the business to deliver services to a global market.

Responsibilities

Work with Commercial and Pre-Sales teams to understand customer requirements and document these.
Configure feeds to the specifications detailed in the requirements document.
Provide training and guidance to customer technical support teams on the use of the Brandbank APIs ensuring Brandbank best practice recommendations are followed.
Assist with the gathering of technical requirements for non-standard flexible integrations and pass the requirements to the necessary development team.
Provide alternative solutions where the standard APIs are not suitable.
Provide 1st and 2nd line support for internal & external customers.
Effectively manage, prioritize and escalate support issues to the development team if applicable.
Investigate and resolve issues within the given SLAs and escalate issues to the relevant departments where necessary.
Develop a thorough understanding of every aspect of the Brandbank services and be proactive in staying up to date with new products and services.
Identify improvements and gaps in the Brandbank services and build solid business cases for the development of such services.
Compiling documentation for customers and internal staff including:
- Technical and usage guides
- Policies and frameworks
- Knowledge transfer and basic training.
- Requirements gathering and identifying customer objectives.
End to end ownership of new integrations with our data consumers.
Become involved with planned projects and bespoke software releases with a view to providing technical support for the new systems.
Become proficient in both bespoke and core applications.
Using the internal ticketing ITSM system, ensuring requests escalated to you are completed within the agreed SLA.
Communicate notices to the rest of the business and external partners and customers, managing expectations and ensuring a good customer experience.

Key Competencies

Communication

Excellent command of written and spoken English.
Excellent written and verbal communication skills, including building customer rapport.
Ability to explain complex technical requirements to individuals with no technical experience.
Polite and cheerful with a positive attitude towards work, and willing to put in the effort required to ensure the business reaches its goals.

Organization

Willingness to be flexible around working hours.
Experience working within an ITIL aligned service desk.
Ability to work under own initiative.
Ability to manage your own time effectively.
Ability to manage multiple projects concurrently.

Continuous Learning

Desire to learn and develop.
Proactive in keeping up to date with new Brandbank products and services.

Analytical Ability

The ability to understand and dive into the detail of a solution, e.g. API definitions.
The ability to quickly grasp a clear understanding of a customer’s needs and translate them to a set of requirements and well-planned deliverables.
Strong problem-solving skills.

Qualifications

Good knowledge of JSON, XML or other complex data structures.
Knowledge of SOAP and REST API technologies.
Experience using online communication and productivity platforms (e.g., Microsoft Teams, Outlook, SharePoint).
Experience of supporting proprietary applications within a commercial environment.
Experience in configuring systems and understanding the implications of each setting.
Working knowledge of Databases and SQL.
Intermediate proficiency in Microsoft Excel (e.g., formulas, data organization, and basic analysis).
Ability to understand backend process flows and implement configuration changes to align to the customer requirements.
Experience of the .NET programming environment, as well as other Microsoft product environments.
Knowledge of Ruby coding, or similar, or an understanding of conditional logic.

Additional Information

You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out, or for which you will be trained.
Relevant professional, ethical and health and safety standards apply to this role.
To ensure that all above responsibilities are effective you may be required to provide out-of-hours support for our global user base (as per on call rota) as well as cover during holidays and other periods of absence.
May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international), therefore an active driving license and passport are desirable.

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:

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

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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