Nielsen

Senior Customer Success Manager

Nielsen

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $79,000 - $132,000 per year

Job Level

Senior

About the role

  • 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

Requirements

  • 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 to think and respond quickly in front of customers
  • Strong organizational skills with keen attention to details
Benefits
  • Health & wellness plans
  • 401(k) retirement with Nielsen match
  • Generous paid time off
  • 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.

Hard Skills & Tools
client servicesaccount managementonline advertising campaignsmedia operationsad-serving technologiesstrategic recommendationscustomer onboardingcampaign managementcustomer usage optimizationproduct expansion opportunities
Soft Skills
communicationrelationship buildingstrategic thinkingorganizational skillsattention to detailpresentation skillscustomer successcross-functional leadershipfeedback gatheringoperational excellence
Certifications
Bachelor’s degree