Responsibilities
- Drive true value for customers
- Acts as primary point-of-contact for the Client as well as their agency/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 competitive landscape
- Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights
- Lead cross-functionally to drive customer success
- 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
- Drive alignment for customer renewals and expansion
- 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
- Be the best user of Nielsen products to promote customer adoption and use
- 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
- Achieve operational excellence
- 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.
