Customer Success Manager - Product Ambassador

The Nielsen Company; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading measurement firm in London is seeking a Customer Success Specialist to ensure maximum value from products by serving as a product expert. Key responsibilities include onboarding customers, providing ongoing support, and driving product usage. The ideal candidate has proven experience in customer success and excellent communication skills. This role offers a hybrid work model and requires occasional travel for client visits and networking events.

Qualifications

• Proven experience in customer success, account management or related role.
• Strong focus on user needs with intellectual curiosity about products.
• Experience working with cross-functional teams.

Responsibilities

• Develop in-depth understanding of products and features.
• Lead customer onboarding with positive experiences.
• Provide personalized support tailored to customer needs.
• Gather feedback for product improvement and collaborate with teams.
• Monitor customer health metrics to address potential issues.

Skills

Customer success experience

Strong technical aptitude

Excellent communication skills

Problem-solving mindset

Presentation skills

Organizational skills

Strategic thinking

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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