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Senior Executive, Client Services and Customer Success

Selangor, Malaysia (On-site)

Senior Executive, Client Services and Customer Success

1 Month ago • 3-5 Years • Product Management

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Job Description

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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.

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