Senior Customer Success Manager I

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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