Job Description
ABOUT THE JOB
Nielsen Customer Success team is a modern service team transforming the way we serve our clients with new and updated tools to help our teams get the job done quickly and easily. We are the team that partners with clients to fuse data, science, and the talents of our people to provide measurement and improvement for the clients and markets we serve. We are the key link between Nielsen and clients. Our service and delivery is the reason clients will continue to invest in our products and service.
RESPONSIBILITIES
Support day to day contacts at the client, contributing to the achievement of client satisfaction targets
Build effective relationships with client representatives
Own reporting, including report maintenance, business issue analysis, and solution integration
Provide training to clients on Nielsen tools and solutions
Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables
Continue to broaden knowledge of client business issues and needs, Nielsen services, and the broader industry
Liaise with other teams as necessary (e.g. operations, off-shore partners, technology, and data science) to solve client business questions and inquiries
Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team
Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded
Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes
ABOUT YOU
The Client Response Associate is responsible for executing specific client support-related activities including the delivery of reporting to our clients and/or client-focused data support, resolution and triage, and contract & order-to-invoice execution. The focus is to create high levels of client satisfaction by delivering accurate and insightful responses that contribute to client outcomes
QUALIFICATION
Good understanding of FMCG industry and trends
Solid Knowledge of Nielsen products and services
1-2 years Nielsen Client Service at Response and/or industry experience
Must have practical exposure to Python and Power BI
Good interpersonal skills ability to develop relationships internally and at the client organization
Strong problem-solving skills, with gradually declining supervision
Strong time management skills and prioritization ability, with gradually declining supervision
Able to respond to inquiries of moderate complexity with almost zero supervision
Able to respond on enquiries of higher complexity with limited supervision
Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction
Able to coach and support Jr. Executives
Strong levels of clients satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.
Additional Information
Our Benefits
Flexible working environment
Volunteer time off
LinkedIn Learning
Employee-Assistance-Program (EAP)
About NIQ
NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
