Customer Success Manager II

Company Description

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 Description

As the primary point of contact for assigned customers and partners, this role involves comprehensive relationship management. The position requires proactive communication, troubleshooting, and quality management, while also focusing on upsell opportunities and customer health. Key responsibilities include handling escalations, developing action plans, managing reports and dashboards, coordinating product updates and integrations, and maintaining customer-specific playbooks. This role demands a blend of customer service,  industry expertise, and strategic thinking to ensure customer satisfaction and to drive 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, collaborating with internal departments to ensure timely resolution and preventive measures.

• 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

Qualifications

• 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

  • AND For select regions (Brazil-Portuguese) and Latam (Spanish)

• Excellent verbal and written communication abilities for interacting with customers, partners, and internal teams.

• Previous experience working  with customers or partners in an account manager role, demonstrating successful customer satisfaction and relationship management outcomes

• 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

Additional Information

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.

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.