NielsenIQ Customer Success is a modern service team transforming the way we serve our clients with new and updated tools to help our teams get the job done quickly and easily. We are the team that partners with clients to fuse data, science, and the talents of our people to provide measurement and improvement for the clients and markets we serve. We are the key link between Nielsen and clients. Our service and delivery is the reason clients will continue to invest in our products and service. To run independently the set-up & the execution of projects by compiling, analyzing, and interpreting sales, writing client reports, and constructing presentations.
RESPONSIBILITIES
- Be the day-to-day contact of Retailers clients, who contact our Client Support Centre by phone or email. You will advise clients on Retail Measurement Services (RMS) resources and tools, data standards and analyses, audit and calculation methodologies, and other information services.
- Deliver analyses, charts and reports that are clear, concise, and meaningful to clients. Engage effectively with multiple clients at a time, to ensure that deliverables meet/exceed expectations of timeliness and quality.
- Conduct regular reviews with Client Service and Operations teams, to monitor service delivery KPIs involving response times, quality levels and workflow efficiency. Key contributor role in identifying process improvement opportunities.
- Maintain timely communications with account teams and senior management, to keep stakeholders up-to-date on client requirements and call out any issues/ risks. Document records of client inquiries and resolutions, into activity logs and Knowledge Base file shares.
- Organize content for Resource Library, to help clients keep ahead of NielsenIQ practices and policies, service enhancements, technology updates, macro market dynamics and retail trends.
- Support senior management on developing Thought Leadership case studies.
- Successful candidates can look forward to a comprehensive training program.
