Analyst, Client Service and Customer Success

DEPARTMENT SUMMARY

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.

POSITION SUMMARY

• 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

KEY RESPONSIBILITIES

• Client Services:
• Manage and ensure high quality and timely products/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);
• Resolve customer queries, recommend solutions, guide/update clients on product/software features and functionalities, provide client delivery notifications;
• Respond to customer needs and queries in a timely and accurate way, via email or phone;
• Gather customer feedback and follow up with customers to ensure their technical issues are resolved (including provision of technical support to ensure optimal service);
• Guide the clients on how to interpret the data and transform them into insightful information.
• Customer Success:
• 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;
• 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.

EXPERIENCES & QUALIFICATIONS

• Fresh graduates with a Bachelor’s Degree in any discipline preferred;
• Working experience in research and media industry is a plus;

COMPETENCIES & SKILLS

• 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 softwares;
• Google & Microsoft Suite Applications;
• Well organized with the ability to plan and prioritize;
• Good communication in Mandarin and English, both written and verbal;
• Excellent communication and problem solving skills with both internal and external stakeholders.

ABOUT NIELSEN

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth. 

Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!

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