In this role, you will support your client define and execute their promotion personalisation strategy end-to-end in the spirit of strong insight-to-value measurement. \u00a0<\/p>\n
You will work with other team members to drive the initial implementation and integration. You\u2019ll educate your customer about new functionalities, best practices, industry developments and increase the value Activate delivers to your client organization. You will develop a deep understanding of customer engagement and the Activate platform to create best practices around the technology.\u00a0<\/p>\n
Objectives:\u00a0<\/p>\n
\tCustomer Satisfaction & Recommendation & referrals (CSAT, NPS survey)\u00a0
\n\tCustomer Product Usage & ROI from personalization (# of active users, # of active days, Program engagement growth)\u00a0
\n\tCustomer Expansion & Renewal \u2013 customer revenue\u00a0
\n\tCustomer Success stories & Referrals\u00a0<\/p>\n
In this role you will:\u00a0<\/p>\n
\tBe a trusted point of contact for your \u00a0customers, beginning from the Implementation, product adoption, and renewals.\u00a0
\n\tProactively engage customer to ensure that every functionality and offering is being leveraged, maximizing the value for the customer and the users.\u00a0
\n\tWork with customers to develop a plan, including metrics for success that outlines how Activate will be addressing their immediate and future needs.\u00a0
\n\tMake sure of continuing education for customers to maximize product usage.\u00a0
\n\tWork with Delivery, Product expert, Tech Support and Data operation to ensure fast and managed implementation, release deployment and value.\u00a0
\n\tConstantly think of innovative ways Activate can increase renewals and drive long term customer success. A proactive approach is taken for each account where cross-selling and up-selling is made a priority.\u00a0
\n\tDistribute product expertise through delivery of training and planning workshops to clients, working with value director and Product expert.\u00a0
\n\tPro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their internal and external users.
\n\t\u202fLiaise with customers to track additional requirements and features (Change requests).\u00a0
\n\tWork with product expert &, support to meet customers\u2019 requirements.
\n\tWork closely with value team to provide customers added value analytics and professional out of the system reports and insights.\u00a0
\n\tPerform weekly meetings, QBR\u2019s \u00a0and report both to customer stakeholders but also to internal Nielsen Stakeholders regarding the customer status.\u00a0<\/p>\n
Responsibilities:\u00a0<\/p>\n
\tCSM and Focal point of contact for the following customers: X, Y, Z.\u00a0
\n\tPerform weekly meetings with customer (including summary notes and follow up).\u00a0
\n\tManage Customer product change request.\u00a0
\n\tOnboarding and ongoing Customer Training and Education.\u00a0
\n\tManage Customer UPSELL, proposals and support Invoicing and collection.\u00a0
\n\tLead by customer outcome, make sure customers are progressing towards their desired outcomes by correct usage of the platform.\u00a0
\n\tShare and discuss with customer about portal engagement results.
\n\tPrepare and perform customer QBR\u2019s.\u00a0
\n\tRepresent your customers in release meeting to follow up R&D developments and requests from R&D.\u00a0
\n\tManage customer releases and new developments projects.\u00a0
\n\tMake sure open bugs and issues of the customer are being solved in the agreed SLA.\u00a0
\n\tPrepare customer review for the Internal customer Monthly review.\u00a0
\n\tWork with product expert and Value director to Share best practices with the customer. \u00a0
\n\tLead business stream of new customer onboarding once assigned.\u00a0
\n\tSupport customer renewals.\u00a0
\n\tCommunicate customer of new expected features\/releases and make the training.
\n\tBe owner of the customer profitability.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
jobs.smartrecruiters.com<\/p>\n
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