• Drive true value for customers • Acts as primary point-of-contact for the Client and their agency • Develop trusted relationships with decision makers • Understand each customer’s strategic goals and advertising tactics to make strategic and tactical recommendations • Gather valuable feedback from clients for continual product improvements • Maintain expertise on industry trends/practices and competitive landscape • Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights • Lead cross-functionally to drive customer success • Work with internal teams to balance, meet and exceed customer expectations and perceptions • Oversee the customer onboarding process and campaign management process • Work closely with Product teams on the identification and tracking of enhancement requests for future features and functionality • Understand various post-sale adoption methods and devise ways to measure and improve to ensure the customer experience is world-class • Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational efficiency • Drive alignment for customer renewals and expansion • Partner with Commercial teams to develop a plan for customer success and expansion for each customer to achieve growth goals • Monitor customer usage and provide recommendations to customers on how to optimize their usage to achieve their goals • Identify product expansion opportunities and communicate any potential risks that would threaten renewal • Be the best user of Nielsen products to promote customer adoption and use • Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs • Develop customer stories, case studies and client references • Develop and teach best practices around analysis and insights to both clients and throughout Nielsen • Achieve operational excellence • Function as the voice of the customer and provide internal feedback on how Nielsen can better serve our customers • Enhance the effectiveness and efficiencies of processes and systems • Proactively finds new ways to grow assigned accounts