This role will be responsible for maintaining/enhancing customer relationships, responding to client queries (across RMS & CPS) via CSO, perform triage/ coordination with Global Service Center team focusing on Data pulls, reports, resolution and triaging of client queries, and driving overall client satisfaction
Responsibilities
Client Engagement
- Responsible for coverage analysis & client queries elements of JBP, including defining success criteria and tracking mechanisms, aligning with customer on ways of working, and defining service delivery elements of JBP
- Responsible for coverage analysis & client queries elements of client review process, including review and tracking value delivery against JBP across teams and markets and tracking actions for improvement as needed
- Responsible for account ID setup and initial technical support through direct support or triaging technical support requests to right functions (e.g., support on NIQ fundamental tools and Essential platform usage training) as part of the client onboarding process
- Accountable/responsible for change management and transition components of tactical client training (e.g., self-guided in platform training, self-paced courses on NIQ data and tools)
- Responsible for managing client issues and triaging issue to right issue owner for resolution; Responsible for collecting Voice of Customer for User Experience & Service Model related topics, input through proper VoC collection methods (see VoC deep dive)
- Responsible for maintaining and promoting CSO to clients, managing and maintaining NIQ knowledge articles, and improving client satisfaction and experience using CSO
