Senior Customer Success Manager

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

📋 Description

• Cultivate robust customer relationships and deliver outstanding customer experiences.

• Serve as the main point of contact for clients and their agencies.

• Establish trusted partnerships with decision-makers.

• Comprehend customer strategic objectives and advertising methodologies to make informed strategic and tactical recommendations.

• Promote the adoption and utilization of Nielsen’s online measurement products.

• Collect client feedback for ongoing product enhancements.

• Stay informed about industry trends, practices, and the competitive landscape.

• Clearly and concisely convey insights to customers.

• Collaborate cross-functionally to ensure customer success.

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

• Manage customer onboarding and campaign management processes.

• Monitor enhancement requests with Product teams.

• Create methods to assess and enhance post-sale adoption.

• Develop presentations, best practices, and onboarding strategies.

• Collaborate with Commercial teams on customer success, renewals, and expansion initiatives.

• Track customer utilization and suggest optimization strategies.

• Identify opportunities for product expansion and renewal challenges.

• Encourage customer adoption through in-depth expertise in Nielsen products.

• Generate customer success stories, case studies, and client references.

• Develop and instruct best practices for analysis and insights.

• Provide internal feedback as the voice of the customer.

• Enhance process and system effectiveness and efficiency.

• Proactively seek methods to grow assigned accounts.

⛳️ Requirements

• Bachelor’s degree.

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

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

• Experience managing online advertising campaigns and media operations.

• Exceptional presentation skills with direct experience presenting to clients.

• Knowledge of ad-serving technologies is an advantage.

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

• Strategic mindset with the ability to think and respond swiftly in front of customers.

• Strong organizational abilities with a keen eye for detail.

• Capability to facilitate alignment among multiple senior stakeholders and derive actionable solutions to complex and ambiguous problems.

• Experience collaborating with cross-functional teams.

• A passion for consumers and the technologies that cater to them.

• A strong emphasis on user needs and an intellectual curiosity about products.

• Experience in Digital Media is highly desirable.

• Prior account management experience is a plus.

🏝️ Benefits

• Comprehensive health and wellness programs.

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

• Generous paid time off policy.

• Company-provided vehicle, based on the role.

• Eligibility for discretionary incentives/bonuses, depending on the role.

• Potential availability of bonuses, equity, or other incentives.

• Remote work opportunities.

• Up to 25% travel for client visits, conferences, networking events, or other job-related activities.