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Customer Success Analyst

On-site
  • Arnhem, Gelderland, Netherlands
Customer Service

Job description

Interested in food? We help the world's food & beverage companies with their innovation. We are a global market research company based in the Netherlands, in a region that is a leader in food research and development. We are looking for someone to join our customer success team as a customer success analyst.

About the job

 As a customer success analyst, your mission is to ensure our clients receive exceptional assistance and insights while using our platforms, helping them maximize the value of our services. Your role plays a crucial part in delivering a superior client experience. The role is an office-based position performed at our headquarters in Arnhem. 

About Innova Market Insights

INNOVA MARKET INSIGHTS is a global leader in market intelligence and business information serving the fun and fast-paced food and beverage industry. With three decades of experience Innova is a dedicated partner for industry leaders all around the world. The company is famous for trends, insights, and intelligence to build and sustain successful innovation. We work with the top 500 global food companies as well other industry players driving innovation in the sector.

Freedom, flexibility and fun
At Innova Market Insights, you have the freedom and flexibility to shape your career path and pursue opportunities in an entrepreneurial culture that values initiative and hard work. We offer an international environment with talented professionals from diverse backgrounds, promoting innovative and creative thinking. We promote a culture of company-oriented activities that include social events such as company parties, summer and seasonal drinks and  outgoings or just chill out on our beautiful roof terrace. Additionally, we offer a modern on-site gym to all our employees.

Job requirements

Your responsibilities

  • Provide online training to mid-tier companies to facilitate their onboarding and effective use of our platforms.
  • Promptly respond to client queries and issues related to the platform, ensuring timely and effective solutions.
  • Create and retrieve insights on FMCG trends that are in line with clients' interests.
  • Assist in updating and maintaining our support documentation, FAQs, and knowledge base to ensure clients have access to accurate and up-to-date information.
  • Gather client feedback regarding platforms usability and potential issues and relay this information to the relevant departments for continuous improvement.
  • Stay updated with the latest features and functionalities of our platforms to provide accurate and timely support to clients
  • Deepen your knowledge about the food industry by reading reports and participating in company webinars, ensuring you are well-informed to address client inquiries.
  • Recognize and escalate complex issues to senior support members or other departments as necessary to ensure clients' needs are met effectively.

Your qualifications

  • Bachelor’s degree in business, IT, Food Science, or a related field.
  • Minimum of 2 years of experience in a customer support role, preferably within SAAS or the food industry.
  • Strong technical aptitude and the ability to quickly grasp new software tools.
  • Excellent communication and problem-solving skills.
  • Passion for delivering top-notch customer service.
  • Knowledge of the FMCG industry is a plus.
  • Strong problem-solving and critical thinking skills.
  • Ability to multitask, organize and prioritize tasks

Skills required:

  • Ability to easily connect with people and understand their point of view
  • Great team-work skills
  • Proactive self-starter, performance driven, commercial mindset
  • Knowledge of business English (both written and verbal)

Nice to have:

  • Extensive understanding of how consumer & market insights data is used in business decision making
  • Knowledge of statistical data analysis in Excel (Pivot tables), XLSTAT, SPSS (basic knowledge of advanced analytics is required).
  • Able to visualize data (using ppt).
  • An analytic mindset and strong analytical skills to analyze data and report findings
What we offer
  • Attractive compensation package with a competitive salary
  • Opportunities to learn, grow and develop your skills and work with the world’s largest leading companies and brands.
  • Opportunities for international travel: in Europe for tradeshows and on-site visits.
  • A rewarding and enjoyable experience where you grow professionally.
  • A company culture that promotes work-life balance.
  • Modern office with a collaborative open desk structure
  • A fully equipped on-site gym with changing facilities for colleagues.
  • The pension plan includes a 50% employer contribution.
  • 25 vacation days (plus Dutch Bank holidays).
  • The possibility to purchase 10 extra days on an annual basis
  • One work-from-home day per week
  • 8% holiday allowance
  • A diverse and international team with over 30 different nationalities.
  • Free onsite parking
  • Free snacks and drinks
  • Travel allowance 

Are you ready to grow with us?
Do you want to be part of an exciting, energetic, and international company and influence what we eat and drink in the coming years? Then we would like to hear from you, and we encourage you to apply for this position.
Begin a great career journey right now. We are excited to meet and learn more about you.

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