Customer Success Manager

Nielsen Customer Experience

As a part of our Customer Experience 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 trust with customers and provide exceptional customer experiences that result in business growth and high customer satisfaction.

Job Overview

As a Product Ambassador, you will serve as the primary point of contact for clients using our new client encoding portal. You will provide comprehensive support, assist with onboarding and training of clients, and ensure a smooth and efficient experience as clients upload and manage their commercials through our system. Your role will involve troubleshooting, offering guidance, and representing the company's commitment to exceptional customer service. This role requires close collaboration with product management, engineering, marketing, and customer support teams to ensure accurate, timely, and effective communication to both internal and external stakeholders. This role is crucial in ensuring that customers are well-informed about product updates and changes, ultimately contributing to a positive user experience and increased customer satisfaction.

Responsibilities

• Represent the customer by understanding their needs and relaying those internally at Nielsen with various teams including support and product
• Provide product demonstrations, onboarding, and training to client users of the portal. 
• Troubleshoot technical issues, provide solutions, and escalate complex cases when necessary.
• Collect client feedback to improve the product and user experience. 
• Develop and maintain comprehensive knowledge of the product, including when new features and updates are needed. 
• Document client interactions, analyze support cases, lead proactive initiatives with playbooks to identify trends and areas for improvement. 
• Develop and implement communication plans for product notifications, updates, and changes while being responsive and agile to product needs
• Collaborate with product management, operations and engineering teams to understand product roadmaps, features, and changes as well as critical updates including general product information, enhancements, data delays/releases/reprocessing, exclusions, etc.
• Coordinate with marketing and customer success and support teams to align messaging and ensure a consistent customer experience.
• Analyze the effectiveness of communication strategies and make data-driven decisions to optimize future notifications.
• Manage the product notification calendar and ensure timely delivery of communications.
• Stay up-to-date with industry trends and best practices in product communication and user engagement.
• Support communications strategies to ensure that clients are provided with accurate and timely information. 
• Ensure that content on Nielsen client-facing websites (Nielsen Portal, Libraries, etc.) is up-to-date with files, schedules, methodology documents, etc.
• Work across business units and with a diverse group of stakeholders in different geographies and timezones.
• Gain subject matter expertise in customer pain points and deliver solutions to help ensure transparency and on-going proactive communications.
• Track email best practices and industry trends; make recommendations to help deliver proactive communications to our clients.
• While typical work days are Monday-Friday, you must be available on assigned evenings and weekends to handle unplanned product notification needs.
• Serve as Voice of Customer to anticipate customer feedback

Working Style

• Strong work ethic with innovation through execution and then story telling is required, must be passionate about doing this
• Ability to think and react quickly; some communications are high priority with tight deadlines
• Collaboration is critical to building this piece of the business
• Build working relationships inside and outside the organization
• Work independently on a small team with a tremendous amount of responsibility
• Work in a dynamic environment where new projects and pop-up often
• Ability to navigate ambiguity and evolving dynamics with a structured approach
• Proactive and independence working style to initiate and drive proactive full project initiatives
• Strong project management skills to manage cross functional teams
• Energetic, passionate, with an appetite to grow

Qualifications

• 5+ years’ work experience in product management, communication or content creation
• Bachelor's degree in Business, Information Technology, or a related field, or equivalent experience. 
• Proven experience in a large company environment, preferably in a technical or SaaS environment. 
• Strong problem-solving skills and the ability to navigate complex software systems.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. 
• Proficiency in CRM and ticketing systems, with the ability to adapt to new software quickly. 
• Detail-oriented with a proactive approach to customer care. 
• Experience with A/B testing
• Technical acumen with the ability to translate complex, technical topics into simple and transparent messages
• Knowledge of user engagement and retention strategies
• Excellent organization, project management, communication and problem solving skills
• Strong relationship skills capable of developing, maintaining and growing internal and external strategic relationships across partners and functions
• Existing knowledge of Nielsen products and services is a plus, with the ability to learn our in-house tools quickly

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 $30,000 - $100,000, 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.

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

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