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Nielsen

Head of Customer Success, Digital Customers

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United States

5d ago
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Job Description

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.
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