Senior Customer Success Manager

As a Customer Success Manager your goals will be to:

• Understand our product, data & customer. Knowledge is Power.
• Accelerate Adoption & Time to Customer Value.  Drive Advocacy & Loyalty.
• Deliver Quality and Build Trust.  Timely response & Actions at Scale.

Responsibilities

• Drive true value for customers
• 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


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

Qualifications

• 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
• Knowledge in the usage and operations of ad-serving technologies a plus
• 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
• Digital Media experience is strongly desired and account management experience is a plus