Customer Success Specialist

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

As a Customer Success Specialist, you will be the primary point of contact for all post-sales interactions. You will drive product usage by onboarding new users, answering complex questions, and advising seasoned salespeople, researchers, management, engineers, and other professionals.

In this role, you will educate and consult end-users, manage customer relationships, and maximize the use of Nielsen products to ensure a high client ROI. Alongside your team, you will develop strategies to secure renewals and identify upsell or new business opportunities to help grow revenue. You will become the ultimate post-sale subject matter expert, helping clients unlock the full value of their contracted services.

Key Responsibilities

• Client Advisory & Value Driving: Support and drive value for Nielsen broadcast, cable, digital, streaming, and consumer data/products, serving as a trusted advisor to customers.
• Onboarding & Training: Conduct onboarding sessions and training on reporting features, translating data results into actionable marketing and sales solutions.
• Customized Learning: Develop and implement customized learning sessions and materials to address specific client business needs, both on-site and online.
• Data Insights & Support: Synthesize data trends to offer proactive recommendations on best performance platforms. Analyze data efficiently to resolve customer inquiries, specifically regarding Nielsen data.
• Account Management: Build deep relationships and demonstrate consultative account management skills with clients through continuous communication and engagement.
• Health & Adoption Monitoring: Track activities via Salesforce to provide key performance indicators (KPIs). Monitor account health, adoption, and customer satisfaction through feedback solicitation and usage tracking.
• Cross-Functional Collaboration: Collaborate with internal stakeholders from Client Sales, Product Leadership, and other internal teams to advance Nielsen’s marketplace position and achieve shared goals.

Qualifications

We are looking for an independent, proactively minded individual who is passionate about owning post-sales relationships and consulting customers on the benefits of Nielsen data. You should be highly detail-oriented, goal-oriented, and professional in both demeanor and presentation.

The ideal candidate brings high energy and the ability to "read a room" to effortlessly tailor their communication to different audiences. You will truly be the face of Nielsen to our customers.

Qualifications

Experience & Education

• Education: Bachelor’s degree required.
• Experience: 1.5+ years of professional experience in a client-facing role (e.g., media sales/research, customer success, analytics, consulting, partnership development, or professional training).
• Industry Knowledge: Familiarity with, and a general interest in, the media industry. Direct experience with Nielsen products and data is highly preferred.

Skills & Competencies

• Communication: Proficient and polished communicator comfortable presenting to large audiences and various levels of client organizations.
• Data Literacy: Comfortable gleaning insights from data and translating them into impactful presentations.
• Tools & Tech: Proficient user of Microsoft Office and Google Suite (for presentation building and marketing materials) and experience with Salesforce ticketing and reporting.
• Execution & Mindset: Strong sense of urgency and accountability to drive positive client outcomes. Ability to handle and prioritize multiple demands and projects simultaneously, backed by a growth mindset.

Travel & Language Requirements

• Language: Fully bilingual in Portuguese & English. Fluency in Spanish is a plus.
• Flexibility: Ability to work across multiple time zones and locations.
• Travel & Passport: Must hold a valid passport. While this job is 90% non-travel, there will be occasions requiring on-site visits with Brazilian clients, as well as the possibility of meeting with NA & LATAM teams/colleagues in Mexico City.

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.