Senior Customer Success Manager
About The Position
The Senior Customer Success Manager at Nielsen manages key customer relationships and helps clients realize value from Nielsen’s Audience Measurement products. The role focuses on adoption and usage of online measurement products, providing exceptional service, and growing revenue from existing customers. Customers primarily include Fortune 500 brand teams and their agency partners. The position works closely with support, commercial, product, and operations teams to guide onboarding, campaign management, customer adoption, renewals, and expansion. The manager develops trusted relationships with client decision makers, understands their strategic goals and advertising tactics, and recommends ways to achieve better results. The role also gathers customer feedback, communicates insights, develops best-practice materials and customer stories, and represents the voice of the customer within Nielsen. The role requires a senior-level professional with client services or account management experience and a strong understanding of digital and traditional advertising, media, and measurement. Travel for client visits, conferences, networking, or other work-related events may be required up to 25% of the time.
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 advertising media and measurement landscape.
- 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 reach actionable answers to challenging, ambiguous problems.
- Experience working with cross-functional teams.
- Passion for consumers and the technologies that serve them.
- Strong 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.
- Account management experience.
Responsibilities
- Act as the primary point of contact for clients and their agency partners.
- Develop trusted relationships with customer decision makers.
- Understand customer strategic goals and advertising tactics, and provide strategic and tactical recommendations.
- Gather client feedback to support continual product improvements.
- Maintain expertise on industry trends, practices, and the competitive landscape.
- Communicate insights clearly and regularly to customers.
- Work cross-functionally with internal teams to meet and exceed customer expectations.
- Oversee customer onboarding and campaign management processes.
- Work with Product teams to identify and track enhancement requests.
- Develop ways to measure and improve post-sale adoption and customer experience.
- Create presentations, best practices, onboarding plans, and other materials to improve organizational efficiency.
- Partner with Commercial teams to create customer success and expansion plans.
- Monitor customer usage and recommend ways to optimize product usage.
- Identify product expansion opportunities and communicate risks to renewals.
- Promote adoption by maintaining deep product knowledge and helping customers apply relevant features and functionality.
- Develop customer stories, case studies, and client references.
- Develop and teach best practices for analysis and insights to clients and Nielsen teams.
- 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.
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
