[Hiring] Senior Customer Success Manager @The Nielsen Company

Role Description

As a part of our Customer Success team at Nielsen, you will play a critical role in ensuring customer satisfaction by helping our customers utilize Nielsen’s products and services to achieve their goals. Your primary responsibility will be to build strong relationships with customers and provide exceptional customer experiences that result in business growth and additional recurring revenue.

This team works closely with the other members of the support, commercial, product, and operations teams to drive value realization and adoption of Nielsen’s Audience Measurement suite of products. You will be leading clients that primarily include direct Fortune 500 client brand teams and their agency partners. This is a key role with great potential and ability to influence a number of different factors, including the future of the cross media measurement industry with Nielsen ONE, a new era of clarity.

Our mission is to enable our customers to derive exceptional value from our solutions by teaching them to elicit actionable insights from our solutions. You will be on point for driving adoption and usage of several online Nielsen measurement products in our customer base while providing world-class customer service, with the ultimate goal of increasing revenue from existing customers.

As a Customer Success Manager your goals will be to:

• Understand our product, data & customer. Knowledge is Power.
• Accelerate Adoption & Time to Customer Value.
• Drive Advocacy & Loyalty.
• Deliver Quality and Build Trust.
• Timely response & Actions at Scale.

Responsibilities:

• Drive true value for customers.
• Act as primary point-of-contact for the Client and their agency.
• Develop trusted relationships with decision makers.
• Understand each customer’s strategic goals and advertising tactics to make strategic and tactical recommendations.
• Gather valuable feedback from clients for continual product improvements.
• Maintain expertise on industry trends/practices and competitive landscape.
• Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights.
• Lead cross-functionally to drive customer success.
• Work with internal teams to balance, meet and exceed customer expectations and perceptions.
• Oversee the customer onboarding process and campaign management process.
• Work closely with Product teams on the identification and tracking of enhancement requests for future features and functionality.
• Understand various post-sale adoption methods and devise ways to measure and improve to ensure the customer experience is world-class.
• Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational efficiency.
• Drive alignment for customer renewals and expansion.
• Partner with Commercial teams to develop a plan for customer success and expansion for each customer to achieve growth goals.
• Monitor customer usage and provide recommendations to customers on how to optimize their usage to achieve their goals.
• Identify product expansion opportunities and communicate any potential risks that would threaten renewal.
• Be the best user of Nielsen products to promote customer adoption and use.
• Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs.
• Develop customer stories, case studies and client references.
• Develop and teach best practices around analysis and insights to both clients and throughout Nielsen.
• Achieve operational excellence.
• Function as the voice of the customer and provide internal feedback on how Nielsen can better serve our customers.
• Enhance the effectiveness and efficiencies of processes and systems.
• Proactively finds new ways to grow assigned accounts.

Qualifications

• Bachelor’s degree, 7+ year’s previous client services/account management experience at a SaaS company or in an agency setting.
• Understanding of the overall media and measurement landscape in advertising.
• Experience overseeing online advertising campaigns and media operations.
• Stellar presentation skills with direct experience presenting to clients.
• Knowledge in the usage and operations of ad-serving technologies a plus.
• Excellent communicator in-person, on the phone, through email and over web presentations.
• Strategic thinker with the ability to think and respond quickly in front of customers.
• Strong organizational skills with keen attention to details: use workstreams, playbooks, data, and analytical tools to help structure the team’s thinking.
• Facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
• Experience working with cross functional teams.
• Passionate about consumers and the technologies that serve them.
• Strong focus on user needs and an intellectual curiosity about the products that help to meet them.
• Digital Media experience is strongly desired and account management experience is a plus.

Requirements

• Up to 25% of your time may include travel for client visits, conferences, networking events or other work-related events.

Benefits

• Comprehensive health and wellness plans.
• 401(k) with a Nielsen company match.
• Generous paid time off policy.
• Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.