Client Partner/Account Director of Customer Success - Needham

Compensation

: $151,380.00 - $151,380.00 /year *

Employment Type

: Full-Time

Industry

: Executive Management



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Client Partner/Account Director of Customer Success-41854

Analytics-USANeedham, Massachusetts

Nielsen - Visual IQ (VIQ) is the industrys leading provider of marketing intelligence to solve the puzzle of people based marketing. We combine the power of audience with attribution in a single platform, so that advertisers can understand marketing performance in combination with the unique profiles of their customers and prospects. Nielsen - Visual IQ delivers a marketing intelligence platform that empowers advertisers to analyze audience attributes and behaviors, optimize budgets, customer experiences and business results.

Job Summary

The Client Partner is responsible for developing customer relationships that promote retention and customer satisfaction and growth. He/She will work closely with customers to ensure adoption, usage and satisfaction with the products and services purchased by the customer, help customers plan and understand the best ways to utilize Nielsen - Visual IQ's software platform based on the customers business needs or business plans and educate customers on the flexibility and capabilities of their software.

Responsibilities

  • Oversee the customer lifecycle and ensure organizational alignment to proactively drive adoption and usage of the Nielsen- VIQ platform.
  • Align customer objective to a success roadmap, advise on digital marketing best practices and ensure executive alignment to drive organizational maturity
  • Success metrics in the role include
    • Usage and feature adoption
    • Client advocacy/Net promoter score
    • CSAT
    • Retention & Growth.

The Client Partnerachieves these objectives by providing the following services to his/her assigned customers:

  • Best Practices and Customer Health monitor the health of assigned accounts and drive a set of actions to help ensure client success
  • Monitor customer usage, feature adoption, and overall health
  • Understand customer business strategy and business case, and drive alignment between customer objectives and Nielsen - VIQ capabilities
  • Develop a success plan, a plan of action to help ensure customer success and ROI
  • Make proactive recommendations on leveraging Nielsen - VIQ solutions
    • Relationship Management build and sustain relationships with stakeholders and decision makers in assigned accounts
  • Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts
  • Manage client expectations around solutions
  • Communicate status at executive levels inside client and at Nielsen - VIQ
  • Monitor customer satisfaction and drive references
  • Facilitate two-way communication to address customer needs
  • Serve as an escalation outlet and ensure critical client issues are addressed by the appropriate Nielsen - VIQ teams
  • Coordinate client activities throughout their life cycle closely with services, support, education/training, and Dev/Operations
    • Client Retention and Growth partner with Sales and Services to help ensure retention and growth of assigned clients
      • Work with Sales and Services to understand client expectations and to successfully transition into the client success model
      • Identify opportunities for solution expansion
      • Drive action plans around accounts that are at risk of non-renewal
    • Product Enhancements and Feedback
      • Educate clients on the offering strategy and roadmap
      • Advise on best practice product usage with practitioners and conduct business reviews with executives to ensure alignment. Ensure that assigned clients leverage new features
      • Solicit client feedback on product features and capabilities
      • Provide input to Development and Product Management regarding offering strengths and weaknesses
      • Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes
    • Events and Programs Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices
  • Drive attendance and speaker participation in regional and global user events
  • Leverage executive relationships to drive participation in our Customer Advisory Boards and CXO studies
  • Drive customer participation in Marketing webinars and lead gen programs
  • Contribute to knowledge bases, white papers, webinars and other programs for capturing and sharing best practices with all clients
  • Represent Nielsen - VIQs domain expertise online in Nielsen - VIQ and industry communities, web publications, blogs, etc.

Requirements

  • 10+ years of experience in a client services, marketing, consulting and/or Sales role
  • Excellent understanding of SaaS value delivery
  • Digital media ecosystem experience and/or familiarity is required
  • Passion for customer service and relationship building. Desire to thrive in a fast-paced, constantly changing, results driven work environment
  • Experience working in a highly accountable, analytics/metrics driven culture is highly desirable
  • Strong written and verbal communication skills with the ability to instill confidence with internal stakeholders and clients
  • A Bachelors Degree or equivalent preferably in Marketing, Business, Advertising, Communications or technical field
  • Customer and team-focused, delivery-oriented; motivated, and values honesty and integrity

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ABOUT NIELSEN

Were in tune with what the world is watching, buying, and everything in between. If you can think of it, were measuring it. We sift through the small stuff and piece together big pictures to provide a comprehensive understanding of whats happening now and whats coming next for our clients. Todays data is tomorrows marketplace revelation.

We like to be in the middle of the action. Thats why you can find us at work in over 100 countries. From global industry leaders to small businesses, consumer goods to media companies, we work with them all. Were bringing in data 24/7 and the possibilities are endless. See whats next with us at Nielsen: careers.nielsen.com

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Type:Regular

Primary Location:Needham,Massachusetts

Secondary Locations:, , ,

Travel: Yes, 20% of the Time


Associated topics: b2b, b2c, business development, business intelligence, business technology, client, customer, sales, territory sales, wholesale * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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