Senior Customer Success Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $92.4k - $172k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• Build strong customer relationships and provide exceptional customer experiences • Act as the primary point of contact for clients and their agencies • Develop trusted relationships with decision makers • Understand customer strategic goals and advertising tactics to make strategic and tactical recommendations • Drive adoption and usage of Nielsen’s online measurement products • Gather client feedback for continual product improvements • Maintain expertise on industry trends, practices, and the competitive landscape • Communicate insights clearly and succinctly to customers • Lead cross-functionally to drive customer success • Balance, meet, and exceed customer expectations with internal teams • Oversee customer onboarding and campaign management processes • Track enhancement requests with Product teams • Devise ways to measure and improve post-sale adoption • Develop presentations, best practices, and onboarding plans • Partner with Commercial teams on customer success, renewals, and expansion plans • Monitor customer usage and recommend optimization strategies • Identify product expansion opportunities and renewal risks • Promote customer adoption through deep Nielsen product expertise • Develop customer stories, case studies, and client references • Develop and teach analysis and insights best practices • Provide internal feedback as the voice of the customer • Improve process and system effectiveness and efficiency • Proactively find ways to grow assigned accounts

🎯 Requirements

• Bachelor’s degree • 7+ years’ 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 of the usage and operations of ad-serving technologies is a plus • Excellent communication in person, on the phone, through email, and over web presentations • Strategic thinking with the ability to think and respond quickly in front of customers • Strong organizational skills with keen attention to detail • Ability to facilitate alignment across multiple senior stakeholders and reach actionable answers to challenging and ambiguous problems • Experience working with cross-functional teams • Passion for consumers and the technologies that serve them • Strong focus on user needs and intellectual curiosity about products • Digital Media experience is strongly desired • Account management experience is a plus

🏖️ Benefits

• Comprehensive health and wellness plans • 401(k) with a Nielsen company match • Generous paid time off policy • Company-provided vehicle, depending on the role • Discretionary incentive/bonus eligibility, depending on the role • Bonuses, equity, or other incentives may be available • Remote work arrangement • Up to 25% travel for client visits, conferences, networking events, or other work-related events

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