Senior Customer Success Manager

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.

Aim of the position:

● Drive Strategic Alignment and Execution: Plays a key role in aligning and executing

Nielsen's global strategy on a local level, translating corporate goals into actionable plans for

regional and local operations. Requirements are a deep understanding of the business, the

ability to identify market-specific opportunities, and the skill to effectively communicate and

drive change across the organization.

● Nielsen Product & Data Expertise: Demonstrate and maintain a deep understanding of

Nielsen's core services, including the cutting-edge products, robust operations, and advanced

data science methodologies. Required expertise will span multiple methodologies and

encompass a comprehensive understanding of how these elements function within each

market.

● Champion Client Success and Growth: Collaborate closely with local market commercial

leads and stakeholders to proactively identify areas of business opportunity and growth through

exceptional servicing. Position is instrumental in strengthening client relationships, anticipating

their needs, and delivering solutions that drive their business forward.

● Cultivate High-Level Client Partnerships: Serve as a trusted advisor and primary point of

contact for high-level client stakeholders, providing comprehensive support across all facets of

Nielsen's service offerings. Ability to understand their strategic objectives and deliver tailored

solutions that are critical to their success and satisfaction.

Responsibilities: 

● Manage clients from post-contract through the client lifecycle, ensuring their continued success

and satisfaction.

● Coordinate multiple teams (DSci, Ops, Delivery) during market projects, including

documentation and efficient query response management.

● Provide expert consultancy services to top clients, leveraging media insights and audience

behavior data to drive their strategic decisions.

● Prepare analytical reports and communicate key conclusions to different client stakeholders,

influencing their business strategies.

● Coordinate with Nielsen international product teams and scale Nielsen analytical products for

local markets, driving product adoption and market growth.

● Manage and develop a high-performing team, fostering talent and ensuring the delivery of

exceptional client service.

● Act as the senior point of escalation for post-sales service activities, resolving complex issues

and ensuring client satisfaction.

● Work with external and internal data providers, evaluating data collection methodologies to

ensure data quality and accuracy.

● Maintain an effective process and information flow between the client service team and other

business units (Sales, Product, Operations, Marketing Communications), optimizing

collaboration.

● Promote cross-team/cross-function collaboration to drive knowledge sharing and enhance

overall organizational effectiveness.

● Identify and pursue opportunities to expand Nielsen's service offerings within existing client

relationships.

● Develop and implement client-specific service plans to ensure alignment with their business

objectives.

● Monitor client feedback and proactively address any concerns to maintain high levels of client

satisfaction.

Key Skills:

Fluency in Hungarian & English language is a must.  

●Client Relationship Management: Proven ability to build and maintain strong, long-lasting

relationships with key clients, including C-level executives.

● Sales Acumen: Ability to identify and capitalize on opportunities to expand service offerings

and drive revenue growth within existing client relationships.

● Strategic Planning: Experience in developing and implementing client-specific service plans

that align with their strategic business objectives.

● Feedback Analysis: Expertise in collecting, analyzing, and interpreting client feedback to

identify areas for improvement and proactively address concerns.

● Change Management: Ability to effectively manage change and implement new processes

related to client service and service delivery.

● Negotiation Skills: Strong negotiation skills for dealing with client contracts, service

agreements, and issue resolution.

● Client Service and Customer Success Expertise: Extensive experience in client

service-related roles, with a focus on JICs/MOCs, broadcasters and publishers, advertisers and

agencies, and media companies, and at least 5 years of experience in customer success.

● Analytical and Business Acumen: A strong understanding of statistics, research

methodologies, business intelligence, and analytics, and strong business acumen.

● Organizational and Project Management Skills: Exceptional organizational and project

management skills, and ability to multitask and deliver high-quality results in tight deadlines.

● Leadership and Communication Skills: Proven leadership and people management skills,

and proficient written and verbal communication skills.

● Educational Background: A degree in economics, mathematics, computer science, or a

related field.

● Client-Centric Mindset: A strong client-centric mindset.

● Problem-Solving Skills: Excellent problem-solving and analytical thinking skills.

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