Senior Executive - Customer Success

Responsibilities

• Responsible for collecting Voice of Customer (VoC) for user experience & service model related topics; train task triaging and other customer issues towards right owners for resolution
• Consistently review customer success metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided.
• The person will execute, monitor, and continuously improve the delivery management and service-related tasks.
• She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables' quality & efficiency.
• Working closely with NielsenIQ teams for customer set up/ maintenance on data and tech related tasks
• Work on process standardization/ harmonisation using tech enablers
• Work in partnership with stipulated market's Customer Success and Account development teams in accordance with defined Job Aids and Process Design.
• Adhere to Performance KPIs to improve service performances (Customer satisfaction) and maintain work discipline.

Requirements

• Master's degree in mathematics, Statistics, Economics; or Bachelor Engineers with 2-3 years of experience OR Master's in Business Administration (Marketing, Sales, Operations)
• Analytical skills and aptitude for data and operational processes
• Good organization skills, meeting deadlines, and team player
• Project management aptitude (critical path, task sequencing, problem solving, etc.)
• Skew towards accuracy, proactivity, and attention to details.
• English language proficiency: writing and verbal
• SOFT SKILLS
• Communicate clearly with customers.
• Ability to translate technical details from different customer contexts.
• Build network relationships in multi-cultural environment.
• Troubleshooting using Influencing skills.
• Ability to work under pressure and ask for support when required.
• ABOUT NielsenIQ

Benefits

Additional Information

ABOUT THIS JOB Customer Support Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of services, use of CSO/ MSD for task triaging and resolving customer requests, and consistently review stipulated customer success metrics to drive satisfactory customer experience.

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Company Intel

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