At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.
Overview
The Program Manager plays a central role in coordinating the multiple projects run by CS staff, key initiatives to streamline and improve core business tools and processes (such as the REFCORE ticketing system) and overall successful execution of work onboarding for Customer Success.
Responsibilities
Help drive key programs through development and implementation, including initiatives such as Priority Customer Management, Quality Framework delivery, Client status and reporting and others
Prioritize and manage implementation project roadmaps across Customer Success
Provide collective status reporting and monitoring for all active projects to key stakeholders
Work with Project Managers to ensure successful deliveries
Work with TAMs to ensure reporting role-ups and escalation paths
Drive the formation or improvement of global workflow processes and best practices
Manage tool and workflow initiatives including: REFCORE tool changes, Salesforce and Service Now
Collect CBE operations metrics for analysis and continuous improvement of: Turn-around time, Completeness, Validity and freshness (including aging reports and ticket expiration)
Work with Project Managers across CBE, TAO and other areas to improve overall project management tools and processes
Project Manage key assignments
Expected to attend company and client events, as required
Requirements
Bilingual: Fluent in both English and Spanish
Successful experience in onboarding customers with products and services, preferably for Gracenote Video, Music or Sports implementations.
Project Management experience
Proven leadership and business acumen
Excellent time management, prioritization and organizational skills
High energy, enthusiasm, initiative and drive
Effective verbal, written, presentation and interpersonal communication skills
Knowledge of the entertainment, data and/or technology sector and new media industries
Ability to quickly learn and stay current on all GN products and services
Travel as required
Bachelor’s degree in Business, Communications or related field is required
A minimum of 5 years of experience with Video, Music and/or Sports data products or services required
Estimated Salary Range
Our AI-powered salary intelligence estimates this position’s salary to be between $48,000 - $60,000. The actual salary may vary based on factors such as experience, location, and market trends.
