Customer Success Manager II
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Job Description
Customer Success Manager II guiding global media clients at Nielsen, a company powering better media insights. Managing account health, escalations, reporting, renewals, and growth opportunities.
Responsibilities:
- Serve as the primary point of contact for global top and tier-1 assigned customers and partners
- Maintain regular customer check-ins and dashboard/report reviews
- Deliver Quarterly Business Review presentations and drive actionable follow-ups
- Monitor contractual commitments and Service Level Agreements for compliance
- Track renewals, gather strategic customer feedback, and recommend upsell solutions
- Provide ongoing input on customer and partner account health
- Escalate unresolved Customer Care issues and collaborate across departments on resolutions
- Create and track action plans for quality trends and provide customer progress updates
- Coordinate and deliver Root Cause Analyses for Severity Level 1 discrepancies and recurring quality trends
- Identify accounts for Customer Dashboards, Quality Reports, and Product Usage Reports
- Review KPIs with customers and partners
- Coordinate metadata setup for new license and partnership deals
- Oversee customer deliveries and communications for limited-release products
- Generate Product Inquiry tickets and ensure internal alignment and customer responses
- Guide customers through product retirements, feature integrations, and replacement solutions
- Develop and maintain customer- and partner-specific playbooks
Requirements:
- 3+ years of account management or customer success experience
- Proven track record of driving customer satisfaction and strong relationships
- Excellent written and verbal English communication skills
- For select LatAm and Brazil regions, fluent Spanish or Portuguese written and verbal skills are required
- Ability to work daytime hours corresponding to the assigned customer region
- Flexibility to travel to customer sites or trade shows as needed
- Strong data analysis skills and ability to interpret usage metrics into customer insights
- Proven capacity to resolve complex issues with win-win solutions
- Polished presentation skills
- High attention to detail and strong documentation habits
- Ability to prioritize multiple responsibilities efficiently in a fast-paced, evolving product landscape
- Proficiency with Google Suite and Microsoft Office Suite
- Prior experience identifying upsell opportunities and recommending strategic product solutions is a plus
Benefits:
- Remote work availability
- Equal opportunity and inclusive workplace
- Workday hours aligned with assigned customer region
- Flexibility to travel to customer sites or trade shows as needed
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