Senior Executive, Customer Success

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.

Job Description

THE ROLE

• The Senior Executive, Customer Success is a key role within the Customer Success team. This individual has a focus on ensuring that our customers receive the maximum benefit from the products that Nielsen has to offer.
• The Senior Executive, Customer Success will be an expert in a suite of products under the Nielsen Audience Measurement Umbrella. Together with a team of Customer Success subject matter experts, they will be working with the Sales and Operations teams to onboard, train and support our customers. Their focus will be in ensuring our customers achieve their outcomes which in return creates value for our customers. The Senior Executive, Customer Success will identify revenue opportunities for Nielsen by linking customer needs to the Nielsen product portfolio.
  
  

Department Summary

• The Customer Success Department provides an increased focus on unifying the customer’s experience across products, working in partnership with Sales, Product and all other Nielsen functions to drive satisfaction and loyalty from our customers, by incorporating the post-sales customer engagement functions from the Sales team, Digital Census Operations team from Global Data Solutions and Product Enablement from Product.
  
  

Position Summary

• Act as the key contact for all post-sales customer engagement, across delivery, support and success, including executing the provision of services / deliverables outlined in contracts and service level agreements;
• Responsible for driving usage of our products to bring in incremental revenue and increase adoption of our entire product portfolio
  
  

Key Responsibilities

• Independently manage and ensure high quality and timely products/services delivery to the clients according to Nielsen’s commitment (in terms of delivery frequency and format for database / analysis report);
• Provide product education to clients (client on-boarding, training sessions and setting up software);
• Optimal customer queries resolutions and solution recommendations, guide/update clients on product/software features and functionalities, provide client delivery notifications;
• Respond to customer needs and queries in a timely and accurate way, via phone, email or chat;
• Independently guide the clients on data interpretation and transformation into insightful information.
• Work directly with clients to help resolve product issues and ensure customer satisfaction, while they are an active account with us;
• Close collaboration with other Media Sales Groups (MSG) and Operations Teams to ensure customer queries and concerns are addressed in a timely and accurate manner;
• Build customer loyalty to build trust and ensure long-term client retention by educating clients on product utilization;
• Proactively share feature requests, product malfunctions and effective workarounds with team members.
  
  

KEY STAKEHOLDERS & INTERFACE

Internal

• Local Media Sales Groups (MSG) Teams: Agencies & Advertisers, Broadcasters & Publishers, Digital & Platforms, and Mid Market Sales;
• Country Operations Team;
• Product / Hub Support Teams in other markets;
• Customer Experience Teams across Asia markets;
  
  

External

• Clients;
• Vendors;
  
  

Qualifications

EXPERIENCES & QUALIFICATIONS

• Bachelor’s Degree in any discipline;
• Minimum 3 years working experience (in research and media industry is a plus);
  
  

About You

• We are looking for someone with empathy, ability to communicate clearly both verbally and written, who is patient, has a positive attitude and excellent problem-solving skills. These are important as Customer Success plays an important role in attracting and retaining customers. Needs to work independently and as part of a team.
  
  

Competencies & Skills

• High proficiency in analytical skills and translating numbers into insightful information (with minimal supervision);
• Knowledge of research techniques and methodologies;
• Has effective presentation skills, including being well-versed in generating presentation slides;
• Meticulous with strong attention to detail;
• Effective interpersonal skills with a collaborative mindset to work well with others;
• Understand basic IT skills which includes software installation, configuration and maintenance;
• Must have a thirst for knowledge, adept in learning and multi-task efficiently, as well as, easily grasp new software applications, including helpdesk softwares;
• Google & Microsoft Suite Applications;
• Well organized with efficient planning and prioritization;
• Good communication in English, both written and verbal;
• Excellent communication and problem solving skills with both internal and external stakeholders.
  
  

Additional Information

Our culture is built on a simple framework: Inclusion, Courage, and Growth. This means you'll join a team where inclusive collaboration is key and diverse perspectives are essential to our success. You'll be encouraged to show courage by challenging assumptions and having the transparent conversations that drive us forward. And you'll be supported in your growth, with real opportunities to learn and develop as our industry continues to transform. We are building a team of accountable, curious, and collaborative people who want to make a lasting impact.

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