Job Description

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Responsibilities (key activities and decisions for which role is responsible)

Stakeholder Collaboration: Work closely with Sales, and Customer Support teams, as well as IT, product development, and external vendors, to gather requirements, define project scope, and ensure successful solution delivery. Understanding Business Needs: Conduct thorough analysis to understand the specific requirements, workflows, and pain points of Sales, and Customer Support teams, and identify areas for improvement. Solution Design & Architecture: Design and architect solutions that address the specific needs of Sales (e.g., CRM), while ensuring integration and alignment across these areas. Fostering Collaboration through Technology: Leverage technology and systems to enhance cross-functional understanding and collaboration among Sales, and Customer Support teams. Measuring Solution Effectiveness and Iteration: Establish metrics and feedback mechanisms to track the effectiveness of implemented technology solutions for Sales, and Customer Support, including successful implementation, improved efficiency, increased collaboration, and stakeholder satisfaction; continuously analyze data and adjust solutions to optimize their impact. Translate Business Needs: Work directly with stakeholders to understand their needs and translate them into clear, concise technical specifications, including functional requirements, user stories, and process flows. Explain Technical Solutions: Communicate complex technical details to non-technical stakeholders in Sales, and Customer Support in an understandable way, focusing on business value. Bridge the Communication Gap: Act as an "interpreter" between business and technical teams, facilitating meetings and discussions to ensure clear communication and minimize misunderstandings. Manage Expectations: Communicate the feasibility and timelines of technical solutions to the business, and convey business priorities to the technical team, preventing unrealistic expectations and keeping projects on track. Facilitate Collaboration: Foster a collaborative environment, encouraging open communication, knowledge sharing, and joint problem-solving between business and technical teams. Ensure Alignment: Act as the guardian of business requirements, ensuring that the technical team delivers solutions (including configurations and custom development) that solve business problems and are aligned with overall objectives. This includes validating solutions against the original requirements. This also involves ensuring alignment with the overall Solution Architecture. Drive Automation: Identify opportunities for automation within Sales, and Customer Support processes to improve efficiency and productivity. Business Process Analysis: Understand Sales, and Customer Support business processes and requirements related to technology and associated solutions. Implementation & Project Management: Project leadership; requirements gathering and translation into technical specs; system configuration and customization oversight; testing and quality assurance; Change Management (CM) processes. Continuous Learning & Development: Staying current with industry trends; knowledge sharing; professional development. Testing Strategy Development: Develop a testing strategy for the end-to-end solutions, including unit testing, integration testing, user acceptance testing, and potentially performance testing. Define test cases, test data, and acceptance criteria. Training and Education: Develop training materials and conduct sessions for end-users and support teams on new Sales, and Customer Support processes and system functionality. Operating Model for systems: Create and implement a comprehensive operating model, defining roles, responsibilities, processes, and metrics to ensure effective systems management that aligns with the strategy. Prioritization: Evaluate the relative value of Sales, and Customer Support technology initiatives by evaluating against a set of developed criteria; and ensuring that potential conflicts in priorities with stakeholder groups are discussed, evaluated and agreed collaboratively. Data Quality Management: Collaborate with relevant teams to define and monitor data quality metrics for Sales, and Customer Support systems, identify and address data quality issues, and implement data cleansing and enrichment initiatives. Data Security and Privacy: Collaborate with the Privacy team to ensure compliance with data security and privacy regulations (e.g., GDPR, CCPA) for Sales, and Customer Support data, implement data access controls, and protect sensitive data. Change and Release Management: Lead systems change and Release management initiatives for Sales, and Customer Support solutions, promoting awareness and adoption across the relevant teams in the organization.

Qualifications

Experience (preferred or required technical, functional and/or leadership experience)

Excellent communication, collaboration, and stakeholder management skills.

Ability to work effectively with cross-functional teams and influence stakeholders.

High levels of energy, conscientiousness, rapport building, resiliency, inventiveness, and curiosity.

15+ years of experience in Systems, including a significant portion (e.g., 5+ years) as a Solution Architect or similar role, with a strong focus on Sales, and Customer Support systems and processes.

5+ years of experience in a leadership role, managing and mentoring teams.

Functional and technical strategic thought leadership.

Hands on experience with complex and large-scale Salesforce project implementations.

Ability to see our portfolio with both a deep and broad perspective.

Expert knowledge in all aspects of designing, developing, consulting, leading

and managing broader Salesforce and related ecosystem initiatives.

Strong project management skills, with experience in leading complex transformation projects.

Experience in change management and user training for systems implementations.

Excellent communication and stakeholder management skills, with the ability to bridge the gap between business and IT.

Experience in working with global teams and managing diverse stakeholder groups.

Experience in a regulated industry is a plus.

Ability to evaluate and manage relationships with technology vendors, including understanding contractual terms, service-level agreements (SLAs), and negotiation skills.

Additional Information

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