Head of Customer Success, Digital Customers
Job Summary
Job Description
As Head of Customer Success, Digital Customers at Nielsen, you will lead a team of 10+ Customer Success Managers and Directors, ensuring customer satisfaction and driving business growth. This role focuses on building strong relationships with Fortune 500 clients and their agency partners, primarily utilizing Nielsen's Audience Measurement suite of products, including the innovative Nielsen ONE platform. Responsibilities include managing post-sale engagements, developing strategic relationships, identifying expansion opportunities, and acting as the primary client contact. You will work cross-functionally with commercial, product, and marketing teams, gathering client feedback to improve products and services. The ideal candidate possesses 15+ years of client services/account management experience in a SaaS company or agency setting, with a deep understanding of the media and measurement landscape. Strong leadership, presentation, and communication skills are essential, along with expertise in ad-serving, programmatic, and clean room technologies.
Must have:
- 15+ years client services experience
- Lead 10+ CSMs & Directors
- Strong presentation & communication skills
- Deep understanding of media & measurement landscape
- Manage post-sale engagements
- Drive customer success and revenue growth
Good to have:
- Experience with ad-serving, programmatic, and clean room technologies
- Experience working with global enterprise accounts
Perks:
- Comprehensive benefits package
- 401(k) with company match
- Generous paid time off
- Discretionary incentive/bonus
9 skills required
Job Details
Customer Success at Nielsen
As a part of our Customer Success 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 strong relationships with customers and provide exceptional customer experiences that result in business growth and additional recurring revenue.
Customer Success - Sell Side, Buy Side & Local, Digital
This team works closely with the other members of the support, commercial, product, and operations teams to drive value realization and adoption of Nielsen’s Audience Measurement suite of products. You will be leading clients that primarily include direct Fortune 500 client brand teams and their agency partners. This is a key role with great potential and ability to influence a number of different factors, including the future of the cross media measurement industry with Nielsen ONE, a new era of clarity.
About Nielsen ONE
Nielsen ONE delivers deduplicated, cross-media measurement in one place, letting publishers and platforms know exactly who’s watching and giving media buyers the power to plan, optimize and measure campaigns with confidence. The Nielsen ONE platform is designed to meet today’s needs and tomorrow’s opportunities for both ads and content. By validating big data with our people-based panels and device recognition, Nielsen ONE gives granular insight into impressions, reach and frequency across platforms with accuracy.
Scope of this role
Our mission is to enable our customers to derive exceptional value from our solutions by teaching them to elicit actionable insights from our solutions. You will be on point for driving adoption and usage of several online Nielsen measurement products in our customer base while providing world-class customer service, with the ultimate goal of increasing revenue from existing customers. As a Customer Success Leader and the head of our Digital and Growth team, you will be responsible for working with large broadcast networks and large digital publishers. You will partner with commercial teams and the broader Customer Experience organization to drive value and engagement for our clients. You will be responsible for expanding on and ensuring the long-term relationship and success with Nielsen’s strategic clients.
Other responsibilities include:
-Managing all post-sale elements of the engagement
-Drive strategic relationship agenda that advances both Nielsen and the client’s strategic priorities
-Develop and expand senior relationships across the various business units including Research, Ad Sales, Content
-Distribution/Acquisition and Marketing
-Identify opportunities for Nielsen to expand its portfolio across the Client
-Be a role model of diversity and inclusion
About the team you will lead
This team serves as the post-sale relationship point person for clients, partnering with functional members of the Customer Experience, Commercial, Product, and Marketing teams, to ensure Nielsen is delivering against agreements and extending client value. This role, along with other functions of CX, will also serve as the ‘voice of the client’ to provide feedback through the organization to improve our products and support of our client needs.
As a Customer Success Leader your goals will be to:
-Understand our product, data & customer. Knowledge is Power.
-Accelerate Adoption & Time to Customer Value.
-Drive Advocacy & Loyalty.
-Deliver Quality and Build Trust.
-Timely response & Actions at Scale.
Travel Requirement
Up to 25% of your time may include travel for client visits, conferences, networking events or other work-related events.
Responsibilities
- Lead a team of 10+ Customer Success Managers and Directors
- Demonstrate strong leadership skills
- Develop and grow overall group skill set i.e. leadership styles, prioritization and revenue management
- Work with Directors to ensure goals are being tracked and met
- Drive true value for customers
- Acts as primary point-of-contact for the Client and their agency
- Develop trusted relationships with decision makers
- Understand each customer’s strategic goals and advertising tactics to make strategic and tactical recommendations
- Understand our customers’ workflows so Nielsen can most effectively integrate its products and services into their systems/processes
- Gather valuable feedback from clients for continual product improvements
- Maintain expertise on industry trends/practices and 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
- Establish subject matter expertise and represent the group cross functionally
- Work with internal teams to balance, meet and exceed customer expectations and perceptions
- Work closely with Product teams on the identification and tracking of enhancement requests for future features and functionality
- Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational efficiency
- Drive alignment for customer renewals and expansion
- Partner with Commercial teams to develop a plan for customer success and expansion for each customer to achieve growth goals
- Monitor customer usage and provide recommendations to customers on how to optimize their usage to achieve their goals
- Identify product expansion opportunities and communicate any potential risks that would threaten 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 to both clients and throughout Nielsen
- Achieve operational excellence
- Function as the voice of the customer and provide internal feedback on how Nielsen can better serve our customers
- Enhance the effectiveness and efficiencies of processes and systems
- Proactively finds new ways to grow assigned accounts
Qualifications
- Bachelor’s degree, 15+ year’s previous client services/account management experience at a SaaS company or in an agency setting leading teams
- Understanding of the overall media and measurement landscape in content and advertising, inclusive of TV and Digital
- Stellar presentation skills with direct experience presenting to executive leadership
- Experience working with global enterprise accounts
- Knowledge in the usage and operations of ad-serving, programmatic and clean room technologies a plus
- Excellent communicator in-person, on the phone, through email and over web presentations
- Strategic thinker with the ability 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
- Facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
- 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
- Experienced with storytelling using data to set strategic priorities around customer value
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 $100,000 - $300,000, 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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