Nielsen

Customer Success Manager II

Nielsen

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $58,960 - $98,230 per year

About the role

  • Serve as the primary point of contact for assigned customers and partners - a mix of Tier 1, 2, 3
  • Establish and maintain regular check-ins, including dashboard and report reviews
  • Stay informed around upcoming renewals; work with Sales as needed to provide information specific to account product usage
  • Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use case
  • Provide input on overall customer and partner health
  • Handle quality escalations and issues unresolved through standard Customer Care processes for assigned accounts, collaborating with internal departments to ensure timely resolution and preventive measures.
  • Initiate and monitor action plans for identified quality trends and provide regular progress updates to customers/partners
  • Review key performance indicators (KPIs) regularly with customers/partners
  • Coordinate setup and delivery of new metadata for customers (new license deals) or partnership deals
  • Manage customer/partner deliveries and communication for limited release products
  • Create Product Inquiry tickets and coordinate customer responses
  • Create and maintain customer and partner-specific playbooks

Requirements

  • 2+ years working in an account management or partnerships role
  • Ability to work daytime hours for the regions of the customers to be supported
  • Excellent English language verbal and written communication skills
  • Excellent verbal and written communication abilities for interacting with customers, partners, and internal teams.
  • Previous experience working with customers or partners in an account manager role, demonstrating successful customer satisfaction and relationship management outcomes
  • Ability to identify, analyze, and resolve complex issues and find mutually beneficial solutions
  • Presentation skills
  • Attention to detail
  • Ability to prioritize tasks and manage multiple responsibilities efficiently
  • Flexibility to handle various customer needs and changing product landscapes
  • Experience creating and maintaining documentation
  • Working knowledge of business software/applications - Google Suite, Microsoft Office Suite
Benefits
  • Health & wellness plans
  • 401(k) retirement with a Nielsen match
  • Generous paid time off policy
  • Company provided car for those who qualify
  • Discretionary incentive/bonus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
communication skillsrelationship managementproblem-solvingpresentation skillsattention to detailtask prioritizationflexibilitydocumentation creation