Director, Client Service (Media Product)

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future. 
Director, Client Service (Media Product)
The role is part of Nielsen’s Planning Organization. Commspoint and Nielsen Media Impact (NMI) are cross-platform media planning systems used by Agencies, Advertisers & Media Sellers (Audio, Digital, Traditional) to help build optimal and efficient media plans. As a Director, Product Specialist, you overlook and manage all activities performed by the Product Specialist group for the US & Canada markets for our flagship media planning products Commspoint and Nielsen Media Impact. You will be a key ambassador for our overall Client Experience, managing the day-to-day interaction either directly or indirectly via your reports. You will be managing and coordinating all necessary efforts to support the commercial and productteams to deliver the best end-to-end experience for our clients.
The Product Specialist Group is responsible for:
i) Release of new versions of our software products NMI & Commspoint to our clients (every 2 weeks following CI/CD) including testing prior to release, release communication to clients and any necessary training needed with release
ii) Provisioning of data to clients for these software solutions
iii) Support of commercial teams with upsell generation, participation in new business pitchestranslating client needs into use cases and providing white glove service during trial periods
iv) Handling of client feedback to global Media Planning Product Leadership for development offuture features and bug fixes
v) First point of contact for our clients for all our planning products
vi) Handling of questions, providing consultancy, access and training

Responsibilities; Daily management of all activities of the Product Specialist group:

• Act as primary point of contact, client advocate and subject matter expert for Nielsen’s Commspoint & Nielsen Media Impact (NMI) software and data for internal and external stakeholders
• Be the bridge between clients, commercial and product for key use cases and general feedback
• Manage key client relationships, providing a superior client experience through day-to-day training, support and consulting
• Proactively work with clients to understand business needs and communicate feedback Product Leadership, driving the development of our products
• Collaborate with Product Leadership on the development of requirements for new products, ongoing product development and review of designs and concepts by providing client needs and feedback
• Conduct client/internal sales training programs with the group and via video conferencing
• Aid sales teams with clearly presenting and demonstrating the product, use cases and value of the tool to an organization to prospective clients
• Perform UAT testing with new versions or current versions of the software
• Willingness and ability to travel as needed to various locations across US to provide on-hands support/trainings to clients

Requirements:

• BA/BS degree
• 5+ years of media planning or buying experience with an agency or media company and/or experience working with/for media sellers
• Affinity and multi year experience in leading teams
• Clear understanding of media terminology (GRP, impression, reach, frequency etc)
• Excellent people skills, patience and ability to translate concepts and methodologies into simple and applicable concepts
• Strong organizational skills, detail-oriented with thorough follow-through
• Responsive and flexible – adaptive and highly resourceful to excel in a fast-paced, dynamic environment
• Embodies a client- first approach and has desire and willingness to work, communicate and and positively influence at all levels of an organization
• Ability to work collaboratively with colleagues, business associates and staff
• Proven ability to problem solve and apply analytical and creative thinking to quickly and accurately answer client questions and needs
• High level of initiative, curiosity and passion for doing great work
• Proficiency using Nielsen’s Commspoint planning tool(s) and/or Nielsen Media Impact (NMI) is a plus

Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretion