Customer Success Manager II

🔥 52 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nielsen

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1923

📱 Media

📣 Marketing

💰 Post-IPO Debt on 2023-02

Media • Data Analytics • Marketing

Nielsen is a global measurement and data analytics company that provides audience measurement and media metrics solutions across various platforms. They offer cross-media measurement services spanning TV, digital, streaming, and audio for more precise media planning and marketing optimization. Nielsen's flagship product, Nielsen ONE, integrates these services to deliver a comprehensive view of audience habits and preferences. Additionally, they offer insights and tools for understanding consumer behavior and optimizing marketing strategies, backed by a robust data infrastructure including big data and panel methodologies. Nielsen also champions diversity and inclusion, emphasizing a culture supported by a diverse workforce and numerous business resource groups.

📋 Description

• Serve as the primary point of contact for global top and tier-1 assigned customers and partners • Maintain regular customer check-ins and dashboard/report reviews • Deliver Quarterly Business Review presentations and drive actionable follow-ups • Monitor contractual commitments and Service Level Agreements for compliance • Track renewals, gather strategic customer feedback, and recommend upsell solutions • Provide ongoing input on customer and partner account health • Escalate unresolved Customer Care issues and collaborate across departments on resolutions • Create and track action plans for quality trends and provide customer progress updates • Coordinate and deliver Root Cause Analyses for Severity Level 1 discrepancies and recurring quality trends • Identify accounts for Customer Dashboards, Quality Reports, and Product Usage Reports • Review KPIs with customers and partners • Coordinate metadata setup for new license and partnership deals • Oversee customer deliveries and communications for limited-release products • Generate Product Inquiry tickets and ensure internal alignment and customer responses • Guide customers through product retirements, feature integrations, and replacement solutions • Develop and maintain customer- and partner-specific playbooks

🎯 Requirements

• 3+ years of account management or customer success experience • Proven track record of driving customer satisfaction and strong relationships • Excellent written and verbal English communication skills • For select LatAm and Brazil regions, fluent Spanish or Portuguese written and verbal skills are required • Ability to work daytime hours corresponding to the assigned customer region • Flexibility to travel to customer sites or trade shows as needed • Strong data analysis skills and ability to interpret usage metrics into customer insights • Proven capacity to resolve complex issues with win-win solutions • Polished presentation skills • High attention to detail and strong documentation habits • Ability to prioritize multiple responsibilities efficiently in a fast-paced, evolving product landscape • Proficiency with Google Suite and Microsoft Office Suite • Prior experience identifying upsell opportunities and recommending strategic product solutions is a plus

🏖️ Benefits

• Remote work availability • Equal opportunity and inclusive workplace • Workday hours aligned with assigned customer region • Flexibility to travel to customer sites or trade shows as needed