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 • Drive adoption and usage of Nielsen online measurement products • Increase revenue from existing customers • Act as the primary point of contact for clients and agency partners • Develop trusted relationships with decision makers • Understand customers' strategic goals and advertising tactics and make strategic and tactical recommendations • Gather client feedback for continual product improvement • Maintain expertise on industry trends, practices, and competitive landscape • Communicate insights regularly and clearly to customers • Lead cross-functional efforts 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 • Measure and improve post-sale adoption methods and customer experience • Develop presentations, best practices, onboarding plans, and other materials • Align customer renewals and expansion plans with Commercial teams • Monitor customer usage and recommend optimization strategies • Identify product expansion opportunities and renewal risks • Promote adoption and use of Nielsen products • Develop customer stories, case studies, and client references • Develop and teach analysis and insights best practices • Act as the voice of the customer internally • Improve process and system effectiveness and efficiency • Find new 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 in 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 use workstreams, playbooks, data, and analytical tools to structure team thinking • Ability to facilitate alignment across multiple senior stakeholders and reach insightful, 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 relevant products • Digital Media experience is strongly desired • Account management experience is a plus • Up to 25% travel may be required

🏖️ Benefits

• Comprehensive health and wellness plans • 401(k) with a Nielsen company match • Generous paid time off policy • Potential company-provided vehicle, depending on the role • Potential discretionary incentive/bonus eligibility, depending on the role • Potential bonuses, equity, or other incentives

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