Senior Customer Success Manager
About The Position
Nielsen’s Customer Success team helps customers use Nielsen products and services to achieve their goals, build strong customer relationships, and create experiences that support business growth and recurring revenue. The Sell Side, Buy Side & Local team works across support, commercial, product, and operations functions to drive value realization and adoption of Nielsen’s Audience Measurement products. This role leads relationships primarily with Fortune 500 client brand teams and their agency partners, and contributes to the development of cross-media measurement through Nielsen ONE. The Customer Success Manager drives adoption and usage of Nielsen’s online measurement products, teaches customers to derive actionable insights, and provides high-quality service to increase revenue from existing customers. The role manages key account relationships, offers strategic and tactical recommendations, coordinates onboarding and campaign management, and works with internal teams on customer needs, product improvements, renewals, and account expansion. Travel for client visits, conferences, networking, or other work-related events may take up to 25% of the role.
Requirements
- Bachelor’s degree.
- At least 7 years of client services or 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.
- Strong presentation skills and direct experience presenting to clients.
- Excellent communication skills in person, by phone, email, and web presentations.
- Strategic thinking and the ability to think and respond quickly in front of customers.
- Strong organizational skills and attention to detail, including the ability to use workstreams, playbooks, data, and analytical tools to structure team thinking.
- Ability to facilitate alignment across multiple senior stakeholders and develop actionable answers to challenging, ambiguous problems.
- Experience working with cross-functional teams.
- Passion for consumers and the technologies that serve them.
- Focus on user needs and intellectual curiosity about products that meet those needs.
Nice To Haves
- Knowledge of the usage and operations of ad-serving technologies.
- Digital media experience is strongly desired.
- Account management experience is a plus.
Responsibilities
- Act as the primary point of contact for clients and their agency partners, developing trusted relationships with decision makers.
- Understand customers’ strategic goals and advertising tactics and make strategic and tactical recommendations.
- Gather client feedback to support continual product improvements and communicate insights clearly to customers.
- Maintain expertise in industry trends, practices, and the competitive landscape.
- Work cross-functionally with internal teams to meet and exceed customer expectations.
- Oversee customer onboarding and campaign management.
- Work with Product teams to identify and track enhancement requests for future features and functionality.
- Measure and improve post-sale adoption methods and the customer experience.
- Create presentations, best practices, onboarding plans, and other materials to improve organizational efficiency.
- Partner with Commercial teams on customer success and expansion plans that support growth goals.
- Monitor customer usage and recommend ways to optimize usage and achieve customer goals.
- Identify product expansion opportunities and communicate potential renewal risks.
- Maintain deep knowledge of Nielsen solutions and recommend relevant features and functionality to customers.
- Develop customer stories, case studies, and client references.
- Develop and teach best practices for analysis and insights to clients and Nielsen colleagues.
- Represent the voice of the customer and provide internal feedback on how Nielsen can better serve customers.
- Improve the effectiveness and efficiency of processes and systems.
- Proactively identify ways to grow assigned accounts.
- Drive adoption and usage of Nielsen measurement products and help customers derive actionable insights.
- Support customer renewals and account expansion to grow existing-customer revenue.
Benefits
- Comprehensive health and wellness plans.
- 401(k) with a Nielsen company match.
- Generous paid time off policy.
- Depending on the role, a company-provided vehicle and/or discretionary incentive or bonus eligibility may be available.
- The role may be eligible for bonuses, equity, or other incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
