Senior Customer Success Manager I, Digital

The Nielsen Company•Remote City, NY

About The Position

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. Customer Success - Digital 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 digital publisher platforms and their agency/brand 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. Scope of this role 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.

Requirements

Bachelor’s degree, 5+ 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
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
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

Nice To Haves

Knowledge in the usage and operations of ad-serving technologies a plus

Responsibilities

Drive true value for customers
Acts as primary point-of-contact for the Client as well as their agency/brand partners
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