NielsenIQ is looking for a Customer Success Specialist to serve as a strategic partner to our clients, driving their success and satisfaction with our solutions. You will combine deep product expertise with exceptional interpersonal skills to ensure clients achieve their business objectives and maximize the value of their investment.
What You'll Do
- Build and maintain strong, collaborative relationships with assigned clients, acting as their trusted advisor and primary point of contact.
- Conduct thorough needs assessments to understand each client's unique business challenges and objectives.
- Deliver compelling presentations and actionable recommendations tailored to client-specific requirements.
- Drive platform adoption and engagement by demonstrating clear return on investment and measurable business outcomes.
- Educate clients about relevant features and functionalities that align with their specific business needs.
- Execute effective onboarding and training programs for new and existing customers, ensuring smooth implementation.
- Identify and pursue cross-sell and upsell opportunities that create additional value for clients.
- Proactively monitor client health metrics and engagement levels to identify at-risk accounts and implement retention strategies.
- Maintain current, comprehensive knowledge of all product offerings, features, and platform capabilities.
- Collect and communicate client feedback to product, operations, and relevant teams to drive continuous improvement.
- Collaborate with account management teams during pre-sales, onboarding, and renewal stages to ensure seamless client transitions.
- Work cross-functionally with internal teams to identify strategic opportunities and coordinate client services.
- Analyze client usage data and performance metrics to provide insights and recommendations for optimization.
- Contribute to the development of best practices and success frameworks that elevate the entire customer success function.
What We're Looking For
- Fluent English language skills with excellent written and verbal communication abilities.
- Proven experience in customer success, account management, customer support, or related client-facing roles.
- Strong presentation and communication skills with the ability to articulate complex concepts clearly.
- Demonstrated ability to build and maintain strong client relationships with a genuine customer-centric approach.
- Proficiency in analyzing data and translating insights into actionable recommendations.
- Experience with CRM software and customer success platforms.
- Excellent organizational and time management skills with the ability to manage multiple client accounts simultaneously.
- Proven ability to work collaboratively across diverse teams and disciplines.
- Strong problem-solving skills with an analytical mindset and attention to detail.
- Ability to identify and communicate upsell and cross-sell opportunities professionally.
Benefits & Compensation
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
Work Mode
This position follows a local-country work mode based in Seoul, Korea.
NielsenIQ is committed to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws.
