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, bridging the gap between business strategy, sales, and technical execution to enhance client satisfaction.

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