Customer Success Manager

Job 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.

Customer Success - Buy Side - Agency/Advertiser

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 Digital/Cross-Platform 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.

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 with a Product Focus  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.

A Little About You

We are looking for an experienced professional with account management or customer success experience to manage key account relationships and apply their comprehensive understanding of digital advertising and their experience in the media and measurement space to our customers and potential customers.  Ideal candidates are passionate about digital advertising and are motivated to share this passion with others.  Candidates should be excited to meet and grow relationships directly at their assigned accounts and have an internal fire to grow their business and influence.

• Product Expertise:
• Develop an in-depth understanding of our products, features, and capabilities.
• Stay abreast of product updates, enhancements, and industry trends.
• Act as the go-to resource for customers seeking guidance on product-related queries.
• Customer Onboarding: Lead the onboarding process, ensuring customers have a seamless and positive experience.
• Provide product demonstrations, training sessions, and educational resources to new customers.
• Collaborate with the sales team during the pre-sales process to set realistic customer expectations.
• Advanced Customer Consultation: provide strategic and personalized support, tailored to each customer's unique needs. Diving deep into product functionality to provide strategic guidance
• Strategizing on solution implementation
• Troubleshoot advanced client challenges, collaborating with internal teams to provide client guidance.
• Deliver exceptional customer service to ensure customer satisfaction and retention.
• Increase product stickiness with customers that have growth opportunities
• Feedback and Collaboration: Fostering deeper engagement and understanding to ensure our solutions become an integral part of our customers' operations.
• Gather customer feedback and insights to provide valuable input for product improvement.
• Collaborate with the product development and marketing teams to relay customer needs and market trends.
• Act as a customer advocate within the company, ensuring that customer voices are heard and addressed.
• Retention and Expansion: Monitor customer health metrics and proactively address potential issues.
• Develop and execute strategies to increase customer retention and expansion of product usage.
• Work towards achieving customer success KPIs and targets.

• Bachelor’s degree, 5+ year’s previous client services/account management experience at a SaaS company or in an agency setting (Digital Media Buying / Planning Experience and/or Cross-Media Planning Experience)
• Understanding of the overall media and measurement landscape in advertising
• Experience overseeing digital 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 virtual presentations
• Strategic thinker with the ability 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 required and account management experience is a plus

Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.

A reasonable estimate of salary range for a new employee to be offered this role would be between $38,000 - $155,000, which would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.

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