Senior Executive, Client Services and Customer Success
Job Summary
Job Description
1 skill required
Job Details
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
- 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.
- 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
- 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
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.
Similar Jobs
ByteDance
San Jose, California, United States (On-Site)
• 2 Months ago
Skillz
Las Vegas, Nevada, United States (On-Site)
• 1 Month ago
Warner Bros Games
Bengaluru, Karnataka, India (Hybrid)
• 1 Week ago
Get notifed when new similar jobs are uploaded
Similar Skill Jobs
Warner Bros Games
Bengaluru, Karnataka, India (Hybrid)
• 2 Weeks ago
ByteDance
San Jose, California, United States (On-Site)
• 3 Months ago
Flowplay llc
Seattle, Washington, United States (Remote)
• 3 Weeks ago
Get notifed when new similar jobs are uploaded
Jobs in Petaling Jaya, Selangor, Malaysia
OKX
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 3 Months ago
Razer
Shah Alam, Selangor, Malaysia (On-Site)
• 4 Months ago
Mattel Inc
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 1 Month ago
NXP
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 4 Months ago
CAE
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 4 Months ago
PwC
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 3 Months ago
NinjaVan
Subang Jaya, Selangor, Malaysia (On-Site)
• 3 Months ago
Larian Studios
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 3 Months ago
Xsolla
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 4 Weeks ago
Garena
Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
• 2 Months ago
Get notifed when new similar jobs are uploaded
Product Management Jobs
Token Metrics
Mumbai, Maharashtra, India (Remote)
• 3 Months ago
Lemon Sky
Shah Alam, Selangor, Malaysia (On-Site)
• 2 Months ago
Keywords Studios (Player Support)
Suginami City, Tokyo, Japan (Hybrid)
• 2 Weeks ago
Greenworks
Mooresville, North Carolina, United States (On-Site)
• 2 Months ago
Get notifed when new similar jobs are uploaded
