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Customer Success Manager
NielsenUnited States, United Statesfull_timeVerifiedPosted 19 Nov 2024
💰 $100,000/yr($30,000/yr – $100,000/yr)
About the role
Nielsen Customer ExperienceAs a part of our Customer Experience 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 trust with customers and provide exceptional customer experiences that result in business growth and high customer satisfaction.
Job OverviewAs a Product Ambassador, you will serve as the primary point of contact for clients using our new client encoding portal. You will provide comprehensive support, assist with onboarding and training of clients, and ensure a smooth and efficient experience as clients upload and manage their commercials through our system. Your role will involve troubleshooting, offering guidance, and representing the company's commitment to exceptional customer service. This role requires close collaboration with product management, engineering, marketing, and customer support teams to ensure accurate, timely, and effective communication to both internal and external stakeholders. This role is crucial in ensuring that customers are well-informed about product updates and changes, ultimately contributing to a positive user experience and increased customer satisfaction.
Job OverviewAs a Product Ambassador, you will serve as the primary point of contact for clients using our new client encoding portal. You will provide comprehensive support, assist with onboarding and training of clients, and ensure a smooth and efficient experience as clients upload and manage their commercials through our system. Your role will involve troubleshooting, offering guidance, and representing the company's commitment to exceptional customer service. This role requires close collaboration with product management, engineering, marketing, and customer support teams to ensure accurate, timely, and effective communication to both internal and external stakeholders. This role is crucial in ensuring that customers are well-informed about product updates and changes, ultimately contributing to a positive user experience and increased customer satisfaction.
Responsibilities
- Represent the customer by understanding their needs and relaying those internally at Nielsen with various teams including support and product
- Provide product demonstrations, onboarding, and training to client users of the portal.
- Troubleshoot technical issues, provide solutions, and escalate complex cases when necessary.
- Collect client feedback to improve the product and user experience.
- Develop and maintain comprehensive knowledge of the product, including when new features and updates are needed.
- Document client interactions, analyze support cases, lead proactive initiatives with playbooks to identify trends and areas for improvement.
- Develop and implement communication plans for product notifications, updates, and changes while being responsive and agile to product needs
- Collaborate with product management, operations and engineering teams to understand product roadmaps, features, and changes as well as critical updates including general product information, enhancements, data delays/releases/reprocessing, exclusions, etc.
- Coordinate with marketing and customer success and support teams to align messaging and ensure a consistent customer experience.
- Analyze the effectiveness of communication strategies and make data-driven decisions to optimize future notifications.
- Manage the product notification calendar and ensure timely delivery of communications.
- Stay up-to-date with industry trends and best practices in product communication and user engagement.
- Support communications strategies to ensure that clients are provided with accurate and timely information.
- Ensure that content on Nielsen client-facing websites (Nielsen Portal, Libraries, etc.) is up-to-date with files, schedules, methodology documents, etc.
- Work across business units and with a diverse group of stakeholders in different geographies and timezones.
- Gain subject matter expertise in customer pain points and deliver solutions to help ensure transparency and on-going proactive communications.
- Track email best practices and industry trends; make recommendations to help deliver proactive communications to our clients.
- While typical work days are Monday-Friday, you must be available on assigned evenings and weekends to handle unplanned product notification needs.
- Serve as Voice of Customer to anticipate customer feedback
Working Style
- Strong work ethic with innovation through execution and then story telling is required, must be passionate about doing this
- Ability to think and react quickly; some communications are high priority with tight deadlines
- Collaboration is critical to building this piece of the business
- Build working relationships inside and outside the organization
- Work independently on a small team with a tremendous amount of responsibility
- Work in a dynamic environment where new projects and pop-up often
- Ability to navigate ambiguity and evolving dynamics with a structured approach
- Proactive and independence working style to initiate and drive proactive full project initiatives
- Strong project management skills to manage cross functional teams
- Energetic, passionate, with an appetite to grow
Qualifications
- 5+ years’ work experience in product management, communication or content creation
- Bachelor's degree in Business, Information Technology, or a related field, or equivalent experience.
- Proven
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