NielsenIQ
Market Research
ActivateSalesExecutive
Neural analysis suggests this role is
optimal for mid candidates.
“Activate Sales Executive at NielsenIQ. Skills: customer success, account management, sales expansion. Manage and grow relationships with key customers. Act as primary point of contact for customers”
What You'll Achieve.
Ensure excellent customer experience; Foster long-term loyalty; Ensure customers get the most value from products and services; Build strong, lasting relationships with clients/customers; Drive product adoption; Maximise customer value; Ensure successful implementation; Ensure successful product adoption
Industry & Context.
Excellent problem-solving and critical-thinking abilities
What They're Looking For.
Must Have
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, 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, organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously, Negotiation skills to handle complex customer accounts
Nice to Have
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 any local language
What You'll Do.
Manage and grow relationships with key customers
Act as primary point of contact for customers
Sell and expand business opportunities
Engage proactively with customers to understand goals
Offer solutions aligning with customer needs
Ensure high customer retention and satisfaction
Deliver exceptional service and support
Gather customer feedback
Communicate product improvement suggestions
Develop and execute customer success strategies
Drive product adoption
Maximize customer value
Monitor customer health metrics
Report on customer outcomes
Advocate for the customer within the organisation
Sign up and onboard new clients
Guide clients through product setup
Guide clients through training
Guide clients through initial usage
Conduct regular check-ins with customers
Conduct business reviews with customers
Identify upselling opportunities
Identify cross-selling opportunities
Oversee customer lifecycle management
Identify areas for optimisation
Conduct customer onboarding sessions
Create customised reports
Deliver customised presentations
Deliver performance insights
Lead customer training sessions
Lead customer workshops
Lead customer demonstrations
Assist in developing customer success playbooks
Assist in developing customer success resources
Manage customer escalations
Ensure issues are resolved quickly
How You'll Work.
Team & Collaboration
Collaborate with internal teams to address customer feedback; Collaborate with internal teams to resolve issues; Collaborate with internal teams to ensure smooth delivery; Serve as liaison between customers and internal teams; Work cross-functionally
Communication Scope
excellent communication skills; interpersonal and communication skills
Full Job Description
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. 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 leader
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