Customer Success Manager - Product Ambassador

Nielsen; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading measurement and data analytics company in London seeks a Customer Success Specialist to ensure customer satisfaction and drive product usage. You will guide customers through onboarding, provide personalized consultation, and collaborate with cross-functional teams to improve products. Ideal candidates have proven experience in customer success and excellent communication skills. This hybrid role allows flexibility in office attendance.

Qualifications

• Proven experience in customer success or account management.
• Understanding of digital and traditional advertising.
• Strong focus on user needs and intellectual curiosity about products.

Responsibilities

• Serve as a product expert, guiding customers through onboarding.
• Lead the onboarding process with product demonstrations and training.
• Monitor customer health metrics and develop retention strategies.

Skills

Customer success

Account management

Technical aptitude

Communication skills

Problem-solving mindset

Organizational skills

Job description

Overview

Job Description

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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