NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our clients an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market-leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.
Responsibilities
- Drive client satisfaction by providing insights and actionable recommendations during presentations
- Develop strategic understanding of industry trends, competition and opportunities of NielsenIQ
- Consult with clients regarding general concerns
- Conduct external presentations
- Responsible for meeting the COE objectives as a whole and ongoing delivery of COE KPIs
- Ensure the services provided to clients are timely and precise according to client business needs and specifications while meeting the company's quality standards
- Responsible for allocating work based on the current team workload capacity and the skills and aspirations of the team
- Conducts performance reviews for direct reports
- Responsible for the training and development of the team. Ensure team members are trained to handle client requirements
- Establish high standards of performance, provide support, recognition and feedback to develop associates and support a strong team environment
- Contribute to the development and implementation of training plans to ensure that associates are able to grow and demonstrate mastery of required competencies in their jobs
- Supervise all stages of project management and monitor performance.
This role is responsible for developing individuals and teams that execute against specific activities related to analytics and/or client response. Identifying and implementing ongoing improvements in efficiency and effectiveness in the way we service our clients. This role is also responsible for hiring and managing all aspects of people management.
