Senior Director, Customer Success

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

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 and support a team responsible for driving the growth of adoption of NielsenOne Ads.  You must maintain strong relationships with customers and provide exceptional customer experiences that result in business growth and additional recurring revenue for NielsenOne Ads.

Customer Success - Activation

This team works closely with the members of the commercial, product, and operations teams to drive value realization and adoption of NielsenOne Ads product. You will be leading a team that works with clients globally. This includes direct Fortune 500 client brand teams, their agency partners, major broadcasters and digital platforms. 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.

About Nielsen ONE

NielsenONE 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 NielsenONE 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, NielsenONE 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 NielsenONE in our customer base while providing world-class customer service, with the ultimate goal of increasing revenue from existing customers and building a market presence based on this success.

As a Customer Success Leader and the head of our Activation team, 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, as well as scaling solutions with our long tail clients.

Other Responsibilities Include:

• Building an industry leading team that balances technical skills with success skills

• Managing all post-sale elements of the NielsenONE Ads Customer Journey, from Onboarding to Growth & Renewals

• Drive strategic relationship agenda with partners and clients 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 NielsenONE is used to its full potential and usage of the product is increasing.  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.

Overall Responsibilities

• Lead a team of 30+ Customer Success Managers focused on Activation

  • Demonstrate strong leadership skills

  • Develop and grow overall group skill set i.e. leadership styles, prioritization and revenue management

• 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

A Little About You

We are looking for a senior-level professional with account management, client service, sales or GTM background who has experience in Ad Tech and or Digital Measurement to manage key account relationships, applying their comprehensive understanding of digital advertising and their experience in the media and measurement space for advertisers and agencies. 

• Bachelor’s degree, 15+ year’s previous client services/account management/GTM experience at a SaaS, data or media company.

• 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 and board 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 

Travel

Up to 25% of your time may include travel for client visits, conferences, networking events or other work-related events.

Compensation

• Competitive salary based on experience, skills and qualifications

• Bonus Plan

• Health Benefits

• Retirement Plan

Miscellaneous

• U.S Citizens and Green Card Holders only;  no sponsorship provided

• Not seeking contact from executive recruiters

• EOE/AA M/F/D/V Employer 

LI-AW1

Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, 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 estimated salary range for a new employee has been provided. It 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 makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.

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