Senior Program Manager, Customer Success

Nielsen is a global leader in audience measurement, data and analytics, shaping the future of media. In this role, you will lead critical Customer Experience transformations, acting as a bridge between various departments to enhance customer satisfaction and operational efficiency.

Responsibilities:

• Lead the end-to-end lifecycle of large-scale programs, ensuring they deliver on the promise of increased client satisfaction and operational efficiency
• Drive the transition from legacy processes to modernized digital interfaces, ensuring global teams are trained and aligned
• Act as the connector between CX, Product, IT, Sales, Technology, Operations, and external 3rd-party vendors to ensure seamless solution deployment
• Maintain program roadmaps, manage budgets, mitigate risks, and provide high-visibility status updates to executive leadership
• Manage 3rd-party technology vendors and consultants, including RFP participation, contract adherence, and holding external partners accountable to high-quality delivery milestones and SLAs

Requirements:

• Minimum 4-5 years of project management work experience in Customer Experience/Success, Sales, product management, communication
• Bachelor's degree
• Proven experience in a large company environment, preferably in a technical or SaaS environment
• A deep understanding of the customer journey
• Experience with direct external facing vendor management and client communication
• Proficiency in CRM and ticketing systems, with the ability to adapt to new software quickly
• Experience with A/B testing
• Program management certification (PMI or equivalent)
• Technical acumen with the ability to translate complex, technical topics into simple and transparent messages
• Proficiency in complex data analysis
• Knowledge of user engagement and retention strategies
• Existing knowledge of Nielsen products and services is a plus, with the ability to learn our in-house tools quickly