Experience

• 

  Nielsen

  • United States
  • Technology, Information and Media
  • 700 & Above Employee

  • Customer Success Manager - Customer Experience

    • Jul 2014 - Present

    Initiated, nurtured and long maintained high value relationships with television industry clients in 50+ markets. Optimized product utilization and product engagement for 8 proprietary software tools. Taking the holistic approach to my customer’s journey included: • Demonstrating product benefits ongoing to uncover new cross-sell sales and upsell opportunities. • Partnering with sales for product demos to secure new business including compiling and presenting custom data insights.• Creating training presentations, course content, product documentation, onboarding plans, pitch decks and sell sheet templates.• Organizing and executing onboarding plans for quantitative and qualitative tools taking clients from beginners to seasoned users. • Supporting clients in their research development and customization demonstrating how to harness our data to discover new opportunities to increase their sales and overcome objections.• Troubleshooting software issues and advocating for product enhancements as needed.• Applying excellent written, verbal and listening communication skills.• Proactively tracking client usage to ensure engagement and satisfaction with our tools. • Collaborating and supporting cross functional teams effectively including sales and product leadership.

  • Training Specialist

    • Jan 2011 - Jul 2014

    Designed and delivered tailored training initiatives for local television stations. Originally handled 11 Northeast markets including New York City and transitioned into role managing expanding to 19 Southeast markets for 6 software products.A few of selected accomplishments in this tenure include:• Building long-term and trusting relationships with hundreds of clients. • Collaborating with clients to craft narratives to drive their business.• Conceptualizing personalized training strategies aligned with client objectives and business targets.• Rolling out new software interface as an intermediary between users and product teams while responding to on-the-fly client inquiries enabling rapid conversion. • Originating new course content requiring gathering and utilizing of in-depth data insights. • Demoing software to prospects to drive internal sales initiatives.

  • Account Manager

    • Oct 2005 - Jan 2011

    Key point-of-contact for a large account base of advertising agencies, large agency holding companies and print publishers. Mastered and supported 7 proprietary desktop and web-based software tools. Highlights of accomplishments in this role include: • Articulating insights from diverse qualitative data sets from a variety of research companies running through our third-party provider software.• Onboarding new clients including onsite network installations of desktop products.• Providing impeccable support through our helpline for data and technical client queries. • Pivoting to meet the needs and accommodate the diverse perspectives of media sellers and media buyers. • Updating and developing learning content.• Training clients onsite, managing internal classroom and facilitating web-based series.• Negotiating select small agency contract renewals.