NielsenIQ is a global information services company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing primarily on consumer packaged goods manufacturers and fast-moving consumer packaged goods and retailers, we give customers the power to defy what’s possible. Our approac...
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The SMB Client success 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.
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 NielsenIQ 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, NielsenIQ 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.
Qualifications
Good understanding of FMCG industry and trends
Solid Knowledge of NielsenIQ products and services
1-2 years NielsenIQ Client Service at Response and/or industry experience
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.
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