Senior Customer Success Manager

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

Customer Success at Nielsen

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 - Sell Side, Buy Side & Local

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 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 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.

Responsibilities

• Drive true value for customers

  • Acts as primary point-of-contact for the Client and their agency

  • 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

A Little About You

We are looking for a senior-level professional with account management or client service experience to manage key account relationships, applying their comprehensive understanding of digital and traditional advertising and their experience in the media and measurement space for advertisers and agencies. 

Qualifications

• Bachelor’s degree, 7+ 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

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

• Excellent communicator in-person, on the phone, through email and over web 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 strongly desired and 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.

#LI-AW1

Additional Information

Enabling your best to power a better media future.

Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.

Compensation Transparency: The posted base salary range is a reasonable estimate that  may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives.

Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.

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 verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.