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Customer Success Manager
| Company | Nielsen |
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| Location | Los Angeles, CA, USA |
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| Salary | $38000 – $155000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Bachelor’s degree
- 5+ years previous client services/account management experience at a SaaS company or in an agency setting (Digital Media Buying / Planning Experience and/or Cross-Media Planning Experience)
- 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 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
- 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 required and account management experience is a plus
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Preferred Qualifications
- Passionate about digital advertising and motivated to share this passion with others.
- Excited to meet and grow relationships directly at their assigned accounts.
- Internal fire to grow their business and influence.
