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Customer Success Manager

United States (Remote)

Customer Success Manager

3 Months ago • All levels • Product Management • $30,000 PA - $100,000 PA

Job Summary

Job Description

As a Customer Success Manager at Nielsen, you'll ensure customer satisfaction by helping clients utilize Nielsen's products and services. You'll be the primary contact for clients using the new client encoding portal, providing onboarding, training, troubleshooting, and guidance. Responsibilities include collecting client feedback, collaborating with internal teams (product management, engineering, marketing, and support), developing communication plans for product updates, and analyzing communication effectiveness. You'll need strong communication, problem-solving, and project management skills. The role involves managing the product notification calendar, maintaining client-facing website content, and working across diverse teams and time zones. This role requires proactive initiative, a dynamic approach to problem solving, and the ability to manage multiple projects and priorities in a fast-paced environment.

Must have:

Product demonstrations & training
Troubleshooting & solution provision
Client feedback collection
Collaboration with internal teams
Communication plan development
Proactive problem solving

Perks:

Health & wellness plans
401(k) with company match
Generous paid time off
Discretionary incentive/bonus

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

react

monday

data-driven-decisions

innovation

talent-acquisition

Job Details

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

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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