The Nielsen Company is hiring a Senior Customer Success Manager I, Digital to ensure customer satisfaction by helping clients utilize our products to achieve their strategic goals. Your primary responsibility is to build strong relationships and provide exceptional experiences that result in business growth and recurring revenue.
What You'll Do
- Act as the primary point-of-contact for the client and their agency or brand partners.
- 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 the competitive landscape.
- Play a critical communications role by regularly interacting with customers to clearly communicate insights.
- Work with internal teams to balance, meet, and exceed customer expectations.
- Oversee the customer onboarding process and campaign management process.
- Work closely with Product teams on identification and tracking of enhancement requests.
- Understand various post-sale adoption methods and devise ways to measure and improve customer experience.
- Develop new materials like presentations, best practices, and onboarding plans to improve organizational efficiency.
- Partner with Commercial teams to develop a plan for customer success and expansion for each customer.
- Monitor customer usage and provide recommendations to customers on how to optimize it.
- 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 relevant features for their 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 customers.
- Enhance the effectiveness and efficiencies of processes and systems.
- Proactively find new ways to grow assigned accounts.
What We're Looking For
- Bachelor’s degree.
- 5+ years of previous client services or 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 to think and respond quickly in front of customers.
- Strong organizational skills with keen attention to details: use workstreams, playbooks, data, and analytical tools.
- Facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging 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.
Nice to Have
- Knowledge in the usage and operations of ad-serving technologies.
- Digital Media experience is strongly desired.
- Account management experience is a plus.
Team & Environment
You will work closely with support, commercial, product, and operations teams.
Benefits & Compensation
- Comprehensive benefits package including health & wellness plans.
- 401(k) retirement coupled with a Nielsen match.
- Generous paid time off policy.
- Company provided car for those who qualify.
- If eligible, a discretionary incentive or bonus.
A reasonable estimated salary range is provided, adjusted based on geographic location.
Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.
