Senior Customer Success Manager

1 hour ago

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $80.5k - $134.2k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Nielsen

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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.

10,000+ employees

Founded 1923

📱 Media

💰 Post-IPO Debt on 2023-02

📋 Description

• Serve as the primary strategic point of contact for an assigned top client • Identify and map all key decision-makers and influencers within the assigned account • Engage with Senior-Level Executives quarterly • Keep track of upcoming renewals and gather feedback on the client's strategic goals • Partner with the commercial lead to ensure a multi-year strategic plan is in place for the client • Conduct monthly internal customer meetings focused on operational excellence • Facilitate Quarterly Strategic Business Reviews with decision-makers • Drive an average Adoption Rate of 90+% for entitled product features • Handle quality escalations and issues unresolved through standard Customer Care processes • Ensure adherence to contractual commitments, including SLAs • Review key performance indicators (KPIs) regularly with the client. • Coordinate setup of non-standard client reports and dashboards as needed.

🎯 Requirements

• 7+ years of experience working in a global account management role demonstrating successful customer satisfaction and relationship management outcomes • 5+ years of experience working with global accounts in the M&E space; specifically with Platforms/CE, Pay TV, or Publishers • 5+ years of leadership experience • 5+ years of technical implementation experience with top global customers and partners • Ability to work daytime hours for the regions of the client to be supported • Excellent English language verbal and written communication skills (AND for select regions: Brazil-Portuguese and Latam-Spanish) • Excellent verbal and written communication abilities for interacting with the client and internal teams • Ability to identify, analyze, and resolve complex issues and find mutually beneficial solutions • Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders • Expert-level presentation skills • Strong attention to detail • Ability to prioritize tasks and manage multiple responsibilities efficiently • Flexibility to handle various client needs and changing product landscapes • Experience driving solutions and identifying upsell opportunities, a plus • Proficiency in creating and maintaining documentation • Experience guiding clients through complex changes • Data analysis experience, including the ability to design, interpret, and present data • Ability to travel as needed to client locations/trade shows.

🏖️ Benefits

• Health & wellness plans • 401(k) retirement coupled with a Nielsen match • Generous paid time off • Company provided car for those who qualify • Discretionary incentive/bonus