Senior Executive, Customer Success

The Senior Executive, Customer Success (CS) is a key role within the Customer Success team. This individual has a focus on ensuring that our customers receive the maximum benefit from the products that Nielsen has to offer.

The Senior Executive, Customer Success will be an expert in a suite of products under the Nielsen Audience Measurement Umbrella. Together with a team of CS subject matter experts, they will be working with the Sales and Operations teams to onboard, train and support our customers. Their focus will be in ensuring our customers achieve their outcomes which in return creates value for our customers. The Senior Executive, Customer Success will identify revenue opportunities for Nielsen by linking customer needs to the Nielsen product portfolio.

DEPARTMENT SUMMARY

The Customer Success Department 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 Sales 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:

• Independently 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);

• Optimal customer queries resolutions and solution recommendations, 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 phone, email or chat;

• Gather customer feedback and follow up with customers to ensure their technical issues are resolved (including provision of technical support to ensure optimal service);

• Independently guide the clients on data interpretation and transformation into insightful information.

Customer Success:

• Independently 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;

• Close collaboration 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;

• Proactively share feature requests, product malfunctions and effective workarounds with team members.

KEY STAKEHOLDERS & INTERFACE

Internal

• Local Media Sales Groups (MSG) Teams: Agencies & Advertisers, Broadcasters & Publishers, Digital & Platforms, and Mid Market Sales;

• Country Operations Team;

• Product / Hub Support Teams in other markets;

• Customer Experience Teams across Asia markets;

External

• Clients;

• Vendors;