Customer Success Manager II
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.
As a Customer Success Manager, you will serve as the primary point of contact for global top and tier-1 assigned customers and partners. In this role, you will blend high-touch relationship management, proactive communication, and industry expertise to ensure customer satisfaction, drive account health, and unlock business growth.
You will manage everything from high-level strategic reviews and upsell opportunities to operational quality management, escalations, and custom playbooks.
Key Responsibilities
Relationship & Account Health Management
Serve as the main point of contact for top-tier global customers and partners, maintaining regular check-ins and dashboard/report reviews.
Deliver impactful Quarterly Business Review (QBR) presentations, capturing highlights and driving actionable follow-ups.
Monitor contractual commitments and Service Level Agreements (SLAs) to ensure full compliance.
Stay ahead of upcoming renewals, gather feedback on strategic customer goals, and recommend solutions to uncover upsell opportunities.
Provide continuous input on overall customer and partner account health.
Escalation & Quality Management
Act as the escalation point for unresolved Customer Care issues, collaborating across internal departments to deliver timely resolutions and preventive strategies.
Create and track action plans for quality trends, giving customers regular progress updates.
Coordinate, finalize, and deliver Root Cause Analyses (RCAs) for Severity Level 1 discrepancies and recurring quality trends.
Data, Reporting & Product Operations
Identify key accounts to receive standard and non-standard Customer Dashboards, Quality Reports, and Product Usage Reports.
Regularly review Key Performance Indicators (KPIs) alongside customers and partners.
Coordinate metadata setup for new license and partnership deals.
Oversee customer deliveries and communication for limited-release products.
Generate Product Inquiry tickets and ensure prompt internal alignment and customer responses.
Change Management & Enablement
Guide customers through product retirements, seamless feature integrations, and replacement solutions.
Develop and maintain customer- and partner-specific playbooks to standardize success processes.
Experience: 3+ years of account management or customer success experience, with a proven track record of driving customer satisfaction and strong relationships.
Language Skills: Excellent written and verbal English communication skills. For select LatAm and Brazil regions, fluent Spanish or Portuguese written and verbal skills are required.
Availability & Travel: Ability to work daytime hours corresponding to your assigned customer region, with flexibility to travel to customer sites or trade shows as needed.
Problem Solving & Analytics: Strong data analysis skills-ability to interpret usage metrics and turn data into clear customer insights. Proven capacity to resolve complex issues with win-win solutions.
Communication & Presentation: Polished presentation skills with high attention to detail and strong documentation habits.
Adaptability & Organization: Ability to prioritize multiple responsibilities efficiently in a fast-paced, evolving product landscape.
Technical Aptitude: Proficiency with Google Suite and Microsoft Office Suite.
Growth Mindset (Plus): Prior experience identifying upsell opportunities and recommending strategic product solutions.
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