Customer Success Manager (Digital)

About the Role

Key Responsibilities

• Drive true value for customers - acts as primary point-of-contact for the customer 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 customers for continual product improvements
• Maintain expertise on industry trends/practices and the 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 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 (e.g., presentations, best practices, onboarding plans) to improve organizational efficiency
• Drive alignment for customer renewals and expansion - partner with Commercial teams to develop a plan for customer success and expansion
• Monitor customer usage and provide recommendations to optimize their usage
• Identify product expansion opportunities and communicate potential risks to renewal
• Be the best user of Nielsen products to promote customer adoption and use
• Develop customer stories, case studies, and client references
• Develop and teach best practices around analysis and insights
• Achieve operational excellence by providing internal feedback and improving processes
• Proactively find new ways to grow assigned accounts
• Travel up to 25% for client visits, conferences, and networking events

Requirements

• Bachelor's degree
• 5+ years of previous client services or account management experience at a SaaS company or in an agency setting (Digital Media Buying / Planning Experience and/or Cross-Media Planning Experience preferred)
• Understanding of the overall media and measurement landscape in advertising
• Experience overseeing digital 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 virtual presentations
• Strategic thinker with the ability to respond quickly in front of customers
• Strong organizational skills with keen attention to details
• Experience working with cross-functional teams
• Passionate about consumers and the technologies that serve them
• Strong focus on user needs and intellectual curiosity about products
• Digital Media experience is required

Nice to Have

• Knowledge in the usage and operations of ad-serving technologies

Qualifications

• Bachelor's degree
• 5+ years of client services/account management experience at a SaaS company or in an agency setting

Benefits & Perks

• Comprehensive benefits package including health & wellness plans
• 401(k) retirement plan with Nielsen match
• Generous paid time off policy
• Company-provided car for qualifying employees
• Discretionary incentive/bonus (if eligible)