Nielsen · 7 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$30K/yr - $100K/yr
5+ years exp
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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
Qualification
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Required
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.
Technical acumen with the ability to translate complex, technical topics into simple and transparent messages
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
Preferred
Experience with A/B testing
Knowledge of user engagement and retention strategies
Existing knowledge of Nielsen products and services is a plus, with the ability to learn our in-house tools quickly
Benefits
Health & wellness plans for full-time employees
401(k) retirement coupled with a Nielsen match
A generous paid time off policy
A discretionary incentive/bonus
Company
Nielsen
Nielsen provides a comprehensive understanding of what consumers watch and buy.
10,001+ employees
H1B Sponsorship
Nielsen has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (54)
2022 (129)
2021 (117)
2020 (136)
Funding
Current Stage
Public CompanyTotal Funding
$650M2023-02-06Post Ipo Debt· $650M
2022-03-29Acquired· by Evergreen Coast Capital ($16B)
2011-01-26IPO· nyse:NLSN
Leadership Team
Jared Grusd
Chief Executive Officer
Karthik Rao
Chief Executive Officer
Recent News
2024-11-08
The Business Journal
2024-11-08
Company data provided by crunchbase
