Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish robust relationships with customers and deliver outstanding experiences.

• Drive the adoption and utilization of Nielsen's online measurement products.

• Enhance revenue streams from current clients.

• Serve as the main point of contact for clients and agency partners.

• Cultivate trusted relationships with key decision-makers.

• Comprehend clients' strategic objectives and advertising strategies, providing both strategic and tactical recommendations.

• Collect client feedback for ongoing product enhancements.

• Maintain proficiency in industry trends, practices, and the competitive landscape.

• Regularly and clearly communicate insights to customers.

• Lead cross-functional initiatives to ensure customer success.

• Balance, meet, and surpass customer expectations alongside internal teams.

• Oversee customer onboarding and the management of campaigns.

• Track enhancement requests in collaboration with Product teams.

• Measure and refine post-sale adoption strategies and customer experiences.

• Create presentations, best practices, onboarding plans, and additional materials.

• Align customer renewals and growth strategies with Commercial teams.

• Monitor customer engagement and suggest optimization strategies.

• Identify opportunities for product expansion and potential renewal risks.

• Advocate for the adoption and use of Nielsen products.

• Develop customer stories, case studies, and client references.

• Train others on analysis and insights best practices.

• Represent the voice of the customer within the organization.

• Enhance process and system effectiveness and efficiency.

• Discover innovative ways to expand assigned accounts.

⛳️ Requirements

• Bachelor's degree.

• Over 7 years of experience in client services/account management within a SaaS environment or an agency.

• Familiarity with the overall media and measurement landscape in advertising.

• Experience managing online advertising campaigns and media operations.

• Exceptional presentation skills with direct experience engaging clients.

• Knowledge of ad-serving technologies is advantageous.

• Excellent communication skills, whether in person, on the phone, via email, or during web presentations.

• Strategic mindset with the capability to think and respond swiftly in customer interactions.

• Strong organizational abilities with a sharp focus on detail.

• Proficient in utilizing workstreams, playbooks, data, and analytical tools to guide team strategy.

• Capable of facilitating alignment among multiple senior stakeholders and providing insightful, actionable solutions to complex and ambiguous challenges.

• Experience collaborating with cross-functional teams.

• Passionate about consumers and the technologies that cater to them.

• Strong emphasis on user needs and an inquisitive nature regarding relevant products.

• Experience in Digital Media is highly desirable.

• Account management experience is a plus.

• Willingness to travel up to 25% may be necessary.

🏝️ Benefits

• Comprehensive health and wellness plans.

• 401(k) plan with a Nielsen company match.

• Generous paid time off policy.

• Potential for a company-provided vehicle, depending on the role.

• Eligibility for discretionary incentives or bonuses, based on the role.

• Possibility of bonuses, equity, or additional incentives.