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SeniorFull-time
Salary Range
$46,410 - $62,790 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Customer Success Manager to join NielsenIQ, where you will be responsible for understanding customer needs and ensuring excellent customer experience. This role requires regular travel to the Stuttgart area to maintain close relationships with key customers.
Key Responsibilities
- →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 maximize customer value.
- →Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
- →Advocating for the customer within the organization to ensure their needs are prioritized.
- →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 optimization.
- →Conduct customer onboarding sessions to ensure successful product adoption.
- →Create and deliver customized 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.
Requirements
- ✓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 analyze 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 organizational 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.
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