ABOUT THE ROLE
Client Services- 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. Customer Success- Responsible for driving usage of our products to bring in incremental revenue and increase adoption of our entire product portfolio.
ROLES & RESPONSIBILITIES
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Client Services: Manage and deliver assigned products and/or services, including client onboarding, technical support, query handling and client deliverables in a timely and optimal manner.
- Work directly with clients to help resolve product issues and ensure customer satisfaction, while they are an active account with us.
- Resolve customer queries, recommend solutions, guide/update clients on product/software features and functionalities, provide guidance on data interpretation.
- Work closely 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.
- Share feature requests, product malfunctions and effective workarounds with team members.
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Customer Success: Provide technical support to ensure optimal service.
- Managed assigned projects on products and/or services, including on time client delivery.
- Ensure high quality and timely products and 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).
- Respond to customer needs and queries in a timely and accurate way, via phone, email or chat.
- Guide the clients on how to interpret the data and transform them into insightful information.
- Gather customer feedback and follow up with customers to ensure their technical issues are resolved.
- Inform customers about relevant product updates, features and regular delivery notifications.
KEY STAKEHOLDERS & INTERFACE
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Internal: Local Media Sales Groups (MSG) Teams
- Agencies & Advertisers
- Broadcasters & Publishers
- Digital & Platforms
- Mid Market Sales
- Country Operations Team
- Product / Hub Support Teams in other markets
- Customer Experience Teams across Asia markets
- External:
- Clients
- Vendors
SKILLS REQUIRED
- Bachelor’s Degree in any discipline preferred.
- Min 1 to 2 years of relevant working experience in the Media / Advertising / Sales environment ad added advantage.
- Working experience in research and media industry is a plus.
- Strong analytical skills and the ability to translate numbers into insightful information
- Has good presentation skills, including the ability to generate presentation slides properly.
- Understand basic IT skills which includes software installation, configuration and maintenance.
- Meticulous with strong attention to detail.
- Knowledge of research techniques and methodologies.
- Strong interpersonal skills with a collaborative mindset to work well with others.
- Must have a thirst for knowledge, the ability to learn quickly and multi-task efficiently, as well as and, easily grasp new software applications, including helpdesk software.
- Google & Microsoft Suite Applications.
- Well organized with the ability to plan and prioritize.
- Good communication in English, both written and verbal.
- Excellent communication and problem solving skills with both internal and external stakeholders.
ABOUT CUSTOMER EXPERIENCE, AUDIENCE MEASUREMENT
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 Commercial team, Digital Census Operations team from Global Data Solutions and Product Enablement from Product.
