Senior Customer Success Manager II

About the Company

Nielsen is passionate about powering a better media future for everyone by providing strong insights that guide client decisions and deliver great results. Our talented, global staff focuses on capturing audience engagement with content, everywhere and every time it is watched. We are proud of our deep history while standing at the front of the media change. When you join Nielsen, you join a dedicated team focused on excellence, sticking with things, and the desire to make a difference together. We support you because when you succeed, we succeed too. We enable your best work to power our future.

Customer Success at Nielsen

As part of the Customer Success team at Nielsen, you will have a key role in making sure customers are happy by helping them use Nielsen's products and services to reach their goals. Your main job will be to build strong relationships with customers and provide excellent customer experiences that lead to business growth and more regular income.

Customer Success - Sell Side, Buy Side & Local

This team works closely with support, sales, product, and operations teams to make sure customers realize value and adopt Nielsen’s Audience Measurement products. You will lead clients that mainly include direct Fortune 500 brand teams and their agency partners. This is an important role with great chances to influence the future of cross-media measurement with Nielsen ONE, a new time of clarity.

Scope of this Role

Our goal is to let customers get exceptional value from our solutions by teaching them how to get useful ideas from them. You will be responsible for driving the use and adoption of several online Nielsen measurement products within our customer base while giving top-level customer service. The final goal is to increase income from existing customers.

As a Customer Success Manager, your goals will be to:

• Understand our product, data, and customer. Knowledge is power.
• Speed up adoption and the time it takes for the customer to see value.
• Drive advocacy and loyalty.
• Deliver quality and build trust.
• Respond quickly and take action at scale.

Responsibilities

• Drive real value for customers.
• Act as the main contact for the client and their agency.
• Develop trusted relationships with decision-makers.
• Understand each customer’s main goals and advertising methods to give strategic and practical advice.
• Gather useful feedback from clients for ongoing product improvements.
• Keep up-to-date knowledge on industry trends, practices, and the competitive situation.
• Play a key communication role by regularly talking with customers to clearly and briefly share ideas.
• Lead across teams to drive customer success.
• Work with internal teams to balance, meet, and go beyond customer expectations and views.
• Oversee the customer setup process and the campaign management process.
• Work closely with Product teams to find and track requests for new features and functions.
• Understand different ways to get adoption after a sale and find ways to measure and improve them to make sure the customer experience is top-level.
• Develop new materials, like presentations, recommended approaches, and setup plans, as needed to make the organization work better.
• Drive agreement for customer renewals and expansion.
• Partner with Commercial teams to create a plan for customer success and growth for each customer to meet growth goals.
• Watch customer usage and give advice on how to make their use more effective to reach their goals.
• Find chances for product expansion and report any possible risks that could threaten renewal.
• Be the best user of Nielsen products to encourage customer adoption and use.
• Keep a deep understanding of our solutions and talk to customers about the features and functions most relevant to their specific business needs.
• Create customer stories, case studies, and client references.
• Develop and teach recommended approaches for analysis and ideas to both clients and throughout Nielsen.
• Achieve operational excellence.
• Act as the voice of the customer and give internal feedback on how Nielsen can better serve customers.
• Make processes and systems more effective and efficient.
• Proactively find new ways to grow assigned accounts.

Requirements

• Bachelor’s degree.
• Seven or more years of previous client services or account management experience at a SaaS company or in an agency setting.
• Understanding of the overall media and measurement situation in advertising.
• Experience overseeing online advertising campaigns and media operations.
• Excellent presentation skills with direct experience presenting to clients.
• Excellent communicator in person, on the phone, through email, and in web presentations.
• Strategic thinker with the ability to think and respond quickly in front of customers.
• Strong organizational skills with close attention to detail: use workstreams, playbooks, data, and analysis tools to help structure the team’s thinking.
• Ability to get agreement across multiple senior stakeholders and reach clear, useful answers to hard and unclear problems.
• Experience working with teams across different functions.
• Passionate about consumers and the technologies that serve them.
• Strong focus on user needs and an interest in the products that help meet those needs.
• Digital Media experience is strongly desired.

Preferred Qualifications (Nice to Have)

• Knowledge in the use and operations of ad-serving technologies is a plus.
• Account management experience is a plus.

Travel

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

Benefits

• Competitive salary based on experience, skills, and qualifications.
• Bonus Plan.
• Health Benefits.
• Retirement Plan.
• Generous paid time off policy.
• Company provided car for those who qualify (if eligible).
• Discretionary incentive/bonus (if eligible).

How to Apply

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always check that email communications come from an @nielsen.com address. If you are unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

Category

Marketing