Customer Success Manager - NielsenIQ Activate at NielsenIQ

In this role, you will support your client define and execute their promotion personalisation strategy end-to-end in the spirit of strong insight-to-value measurement.  

You will work with other team members to drive the initial implementation and integration. You’ll educate your customer about new functionalities, best practices, industry developments and increase the value Activate delivers to your client organization. You will develop a deep understanding of customer engagement and the Activate platform to create best practices around the technology. 

Objectives: 

• Customer Satisfaction & Recommendation & referrals (CSAT, NPS survey) 
• Customer Product Usage & ROI from personalization (# of active users, # of active days, Program engagement growth) 
• Customer Expansion & Renewal – customer revenue 
• Customer Success stories & Referrals 

In this role you will: 

• Be a trusted point of contact for your  customers, beginning from the Implementation, product adoption, and renewals. 
• Proactively engage customer to ensure that every functionality and offering is being leveraged, maximizing the value for the customer and the users. 
• Work with customers to develop a plan, including metrics for success that outlines how Activate will be addressing their immediate and future needs. 
• Make sure of continuing education for customers to maximize product usage. 
• Work with Delivery, Product expert, Tech Support and Data operation to ensure fast and managed implementation, release deployment and value. 
• Constantly think of innovative ways Activate can increase renewals and drive long term customer success. A proactive approach is taken for each account where cross-selling and up-selling is made a priority. 
• Distribute product expertise through delivery of training and planning workshops to clients, working with value director and Product expert. 
• Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their internal and external users.
•  Liaise with customers to track additional requirements and features (Change requests). 
• Work with product expert &, support to meet customers’ requirements.
• Work closely with value team to provide customers added value analytics and professional out of the system reports and insights. 
• Perform weekly meetings, QBR’s  and report both to customer stakeholders but also to internal Nielsen Stakeholders regarding the customer status. 

Responsibilities: 

• CSM and Focal point of contact for the following customers: X, Y, Z. 
• Perform weekly meetings with customer (including summary notes and follow up). 
• Manage Customer product change request. 
• Onboarding and ongoing Customer Training and Education. 
• Manage Customer UPSELL, proposals and support Invoicing and collection. 
• Lead by customer outcome, make sure customers are progressing towards their desired outcomes by correct usage of the platform. 
• Share and discuss with customer about portal engagement results.
• Prepare and perform customer QBR’s. 
• Represent your customers in release meeting to follow up R&D developments and requests from R&D. 
• Manage customer releases and new developments projects. 
• Make sure open bugs and issues of the customer are being solved in the agreed SLA. 
• Prepare customer review for the Internal customer Monthly review. 
• Work with product expert and Value director to Share best practices with the customer.  
• Lead business stream of new customer onboarding once assigned. 
• Support customer renewals. 
• Communicate customer of new expected features/releases and make the training.
• Be owner of the customer profitability.