Customer Success Manager II
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Job Description
Customer Success Manager II at Nielsen focusing on relationship management and upsell opportunities for client satisfaction. Handling escalations and coordinating product updates while driving business growth.
Responsibilities:
- Serve as the primary point of contact for assigned customers and partners - a mix of Tier 1, 2, 3
- Establish and maintain regular check-ins, including dashboard and report reviews
- Stay informed around upcoming renewals; work with Sales as needed to provide information specific to account product usage
- Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use case
- Provide input on overall customer and partner health
- Handle quality escalations and issues unresolved through standard Customer Care processes for assigned accounts
- Initiate and monitor action plans for identified quality trends and provide regular progress updates to customers/partners
- Review key performance indicators (KPIs) regularly with customers/partners
- Coordinate setup and delivery of new metadata for customers (new license deals) or partnership deals
- Manage customer/partner deliveries and communication for limited release products
- Create Product Inquiry tickets and coordinate customer responses
- Create and maintain customer and partner-specific playbooks
Requirements:
- 2+ years working in an account management or partnerships role
- Ability to work daytime hours for the regions of the customers to be supported
- Excellent English language verbal and written communication skills
- For select regions (Brazil-Portuguese) and Latam (Spanish)
- Previous experience working with customers or partners in an account manager role
- Ability to identify, analyze, and resolve complex issues and find mutually beneficial solutions
- Presentation skills
- Attention to detail
- Ability to prioritize tasks and manage multiple responsibilities efficiently
- Flexibility to handle various customer needs and changing product landscapes
- Experience creating and maintaining documentation
- Working knowledge of business software/applications - Google Suite, Microsoft Office Suite
Benefits:
- Health & wellness plans
- 401(k) retirement coupled with a Nielsen match
- Generous paid time off policy
- Company provided car for those who qualify
- Discretionary incentive/bonus if eligible
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