Customer Success Executive at NielsenIQ

RESPONSIBILITIES 

• Support day to day contacts at the client, contributing to the achievement of client satisfaction targets 
• Build effective relationships with client representatives 
• Own reporting, including report maintenance, business issue analysis, and solution integration 
• Provide training to clients on Nielsen tools and solutions 
• Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables 
• Continue to broaden knowledge of client business issues and needs, Nielsen services, and the broader industry 
• Liaise with other teams as necessary (e.g. operations, off-shore partners, technology, and data science) to solve client business questions and inquiries 
• Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team 
• Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded 

Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes 

ABOUT YOU 

The Client Response Associate is responsible for executing specific client support-related activities including the delivery of reporting to our clients and/or client-focused data support, resolution and triage, and contract & order-to-invoice execution. The focus is to create high levels of client satisfaction by delivering accurate and insightful responses that contribute to client outcomes 

QUALIFICATION 

• Good understanding of FMCG industry and trends 
• Solid Knowledge of Nielsen products and services 
• 1-2 years Nielsen Client Service at Response and/or industry experience 
• Participation in a Project 
• Good interpersonal skills – ability to develop relationships internally and at the client organization 
• Strong problem-solving skills, with gradually declining supervision 
• Strong time management skills and prioritization ability, with gradually declining supervision 
• Able to respond to inquiries of moderate complexity with almost zero supervision 
• Able to respond on enquiries of higher complexity with limited supervision 
• Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction 
• Able to coach and support Jr. Executives 
• Strong levels of clients satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.