The Role
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
Customer Success at Nielsen As a part of our Customer Success team at Nielsen, you will play a critical role in ensuring customer satisfaction by helping our customers utilize Nielsen’s products and services to achieve their goals. Your primary responsibility will be to build strong relationships with customers and provide exceptional customer experiences that result in business growth and additional recurring revenue.
Customer Success - Sell Side, Buy Side, Local & Product Ambassadors This team works closely with the other members of the support, commercial, product, and operations teams to drive value realization and adoption of Nielsen’s Audience Measurement suite of products. You will be leading clients that primarily include direct Fortune 500 client brand teams and their agency partners. This is a key role with great potential and ability to influence a number of different factors, including the future of the cross media measurement industry with Nielsen ONE, a new era of clarity.
Scope of this role (P2)Our mission is to enable our customers to derive exceptional value from our solutions by teaching them to elicit actionable insights from our solutions. You will be on point for driving adoption and usage of several Nielsen measurement products in our customer base while providing world-class customer service, with the ultimate goal of increasing revenue from existing customers through user adoption.
As a Customer Success Manager with a Product Focus 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.
As a Customer Success Manager on the Product Ambassador Team, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. You will be the pin between our customers and our products by leveraging VoC feedback to influence future development of Nielsen products. Your primary responsibility will be to serve as a product expert, utilizing your in-depth knowledge of our offerings to guide customers through the onboarding process, provide ongoing support, and drive maximum value from our products. You will work closely with cross-functional teams to advocate for customer needs, contribute to product improvement, and foster long-term customer relationships.
Responsibilities
- Product Expertise:
- Develop an in-depth understanding of our products, features, and capabilities.
- Stay abreast of product updates, enhancements, and industry trends.
- Act as the go-to resource for customers seeking guidance on product-related queries.
- Customer Onboarding:
- Lead the onboarding process, ensuring customers have a seamless and positive experience.
- Provide product demonstrations, training sessions, and educational resources to new customers.
- Collaborate with the sales team during the pre-sales process to set realistic customer expectations.
- Advanced Customer Consultation: provide strategic and personalized support, tailored to each customer's unique needs
- Diving deep into product functionality to provide strategic guidance
- Strategizing on solution implementation
- Troubleshoot advanced client challenges, collaborating with internal teams to provide client guidance.
- Deliver exceptional customer service to ensure customer satisfaction and retention.
- Increase product stickiness with customers that have growth opportunities
- Feedback and Collaboration:
- Fostering deeper engagement and understanding to ensure our solutions become an integral part of our customers' operations.
- Gather customer feedback and insights to provide valuable input for product improvement.
- Collaborate with the product development and marketing teams to relay customer needs and market trends.
- Act as a customer advocate within the company, ensuring that customer voices are heard and addressed.
- Retention and Expansion:
- Monitor customer health metrics and proactively address potential issues.
- Develop and execute strategies to increase customer retention and expansion of product usage.
- Work towards achieving customer success KPIs and targets.
Qualifications
- Bachelor's degree in a relevant field with more than 5 years of experience.
- Proven experience in customer success, account management, or a related role.
- Strong technical aptitude and the ability to become an expert in our products.
- Passionate about consumers and the technologies that serve them.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with the ability to think strategically about customer needs.
- Experience working with cross-functional teams.
- Stellar presentation skills with direct experience presenting to clients.
- 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.
- Strong focus on user needs and an intellectual curiosity about the products that help to meet them.
A Little About You
- We are looking for a senior-level professional with account management or client service experience to manage key account relationships, applying their comprehensive understanding of digital and traditional advertising and their experience in the media and measurement space for advertisers and agencies.
Travel & Compensation
- Up to 25% of your time may include travel for client visits, conferences, networking events or other work-related events.
- Competitive salary based on experience, skills and qualifications.
- Bonus Plan, Health Benefit, Retirement Plan
Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.
A reasonable estimate of salary range for a new employee to be offered this role would be between $50,000 - $185,000, which would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.
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Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
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The Company
What We Do
Nielsen shapes the world’s media and content as a global leader in audience insights, data and analytics. Through our understanding of people and their behaviors across all channels and platforms, we empower our clients with independent and actionable intelligence so they can connect and engage with their audiences—now and into the future. An S&P 500 company, Nielsen (NYSE: NLSN) operates around the world in more than 55 countries.
