Senior Customer Success Manager I

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.

Job Summary

• Support customers throughout their journey by resolving issues and advocating for their needs.
• Requires in-depth knowledge and experience
• Uses best practices and knowledge
• Solves complex problems: takes a new perspective using existing solutions
• Works independently receives minimal guidance
• Acts as a resource for colleagues with less experience
• Delivery daily audience rating reports once a week (early morning shift from 5:30-13:00, including weekend)

Responsibilities

Responsible for solving complex problems within their discipline, leading smaller projects, and providing informal guidance to colleagues.

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate Nielsen in the market
• Solves complex problems by taking a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
• Acts as a resource for other team members; may lead projects with limited risks and resource requirements
• Explains complex, difficult and/or sensitive information; works to build consensus
• Requires conceptual and practical expertise in own area and general knowledge of related areas
• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies
• 5-10 years, track record of independent work product
• Bachelor’s degree or equivalent experience; advanced degree or certifications preferred.

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