Activate Sales Executive

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 executive, 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. 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. 

This role might also be eligible for a sales-based incentive or performance-based bonus.

Objectives of the role:

• Managing and growing relationships with key customers, acting as their primary point of contact while actively selling and expanding business opportunities. 

• 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 r

• Regularly reporting on customer outcomes to leadership. 

• Advocating for the customer within the organisation to ensure their needs are prioritised. 

Your tasks:

• Sign up and 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. 

• 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.