Customer Success Manager - Product Ambassador

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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

Overview:

As part of the Product Ambassador Team, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. Your primary responsibility will be to serve as a product expert, utilizing your in-depth knowledge of our offerings to guide customers through the onboarding process, provide ongoing support, and drive maximum value from our products. You will work closely with cross-functional teams to advocate for customer needs, contribute to product improvement, and foster long-term customer relationships.

Responsibilities:

• Product Expertise:
  • Develop an in-depth understanding of our products, features, and capabilities.
  • Stay abreast of product updates, enhancements, and industry trends.
• Customer Onboarding:
  • Lead the onboarding process, ensuring customers have a seamless and positive experience.
  • Provide product demonstrations, training sessions, and educational resources to new customers.
• Advanced Customer Consultation:
  • Provide strategic and personalized support, tailored to each customer's unique needs
  • Diving deep into product functionality to provide strategic guidance
  • Strategizing on solution implementation
• Feedback and Collaboration:
  • Fostering deeper engagement and understanding to ensure our solutions become an integral part of our customers' operations.
  • Gather customer feedback and insights to provide valuable input for product improvement.
  • Collaborate with the product development and marketing teams to relay customer needs and market trends.
• Retention and Expansion:
  • Monitor customer health metrics and proactively address potential issues.
  • Develop and execute strategies to increase customer retention and expansion of product usage.

Qualifications

• Proven experience in customer success, account management, or a related role.
• Understanding of digital and traditional advertising and experience in the media and measurement space for advertisers and agencies.
• Strong technical aptitude and the ability to become an expert in our products.
• Passionate about consumers and the technologies that serve them
• Excellent communication and interpersonal skills.
• Problem-solving mindset with the ability to think strategically about customer needs.
• Experience working with cross-functional teams.
• Stellar presentation skills with direct experience presenting to clients
• Strategic thinker with the ability think and respond quickly in front of customers
• Strong organizational skills with keen attention to details: use workstreams, playbooks, data, and analytical tools to help structure the team's thinking
• Strong focus on user needs and an intellectual curiosity about the products that help to meet them

Additional Information

Location

This role is ideally Hybrid in London, but we are flexible on office attendance and will consider applications from other UK locations.

Up to 25% of your time may include travel for client visits, conferences, networking events or other work-related events.

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