[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Nielsen is hiring a Senior Customer Success Manager to help clients realize value from its audience measurement products and drive adoption and usage. The role manages client relationships, coordinates onboarding and campaign processes, supports renewals and account expansion, and shares customer insights to improve products and service.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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
• Excellent communicator in-person, on the phone, through email and over web presentations
• Strategic thinker with the ability think and respond quickly in front of customers
• Strong organizational skills with keen attention to details: use workstreams, playbooks, data, and analytical tools to help structure the team's thinking
• Facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
• Experience working with cross functional teams
• Passionate about consumers and the technologies that serve them
• Strong focus on user needs and an intellectual curiosity about the products that help to meet them
• Knowledge in the usage and operations of ad-serving technologies a plus
• Digital Media experience is strongly desired
• Account management experience is a plus

Benefits

• Remote work
• Comprehensive health and wellness plans
• A 401(k) with a Nielsen company match
• A generous paid time off policy
• Depending on the role, a company-provided vehicle and/or discretionary incentive/bonus eligibility
• This role may be eligible for bonuses, equity, or other incentives

Company Overview

Company H1B Sponsorship