NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.
As a Customer Success Manager, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. This role requires regular travel to the Stuttgart area to maintain close relationships with key customers and ensure strong on-site engagement. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.
Objectives of the role
- Managing and growing relationships with key customers, acting as their primary point of contact.
- Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
- Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
- Gathering customer feedback and communicating product improvement suggestions to the development team.
- Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
- Developing and executing customer success strategies that drive product adoption and maximise customer value.
- Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
- Advocating for the customer within the organisation to ensure their needs are prioritised.
Your tasks
- Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
- Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
- Conduct regular on-site meetings and business reviews with customers in the Stuttgart area to strengthen partnerships and drive engagement.
- Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
- Oversee the customer lifecycle management and identify areas for optimisation.
- Conduct customer onboarding sessions to ensure successful product adoption.
- Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
- Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
- Assist in the development of customer success playbooks and resources.
- Serve as the liaison between customers and internal teams, such as product development, sales, and support.
- Manage customer escalations and ensure issues are resolved quickly and effectively.
Required skills and qualifications
- Bachelor’s degree in business, Marketing, Communications, or a related field.
- 3+ years of experience in customer success, account management, or customer service roles.
- Ability to analyse customer data and usage trends to identify areas of improvement.
- Understanding of product management and its impact on customer experience.
- Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
- Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
- Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
- Familiarity with CRM tools, customer success platforms, and analytics software.
- Negotiation skills to handle complex customer accounts.
Preferred skills and qualifications
- Advanced degree in Business, Marketing, or a related field.
- Relevant certification in Customer Success, Account Management, or related fields (e.g., Success HACKER, CSM certification).
- Experience in SaaS, technology, or FMCG industries.
- Knowledge of customer success best practices and frameworks.
- Experience with data analytics and reporting.
- Experience in managing large enterprise-level accounts.
- Proficiency in handling customer escalations and resolving conflicts.
- Knowledge of Professional English and German