Executive, Customer Success
Taipei, Taiwan
Sales – Client Solutions /
Full Time /
Hybrid
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
DEPARTMENT SUMMARY
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.
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:
- 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);
- Resolve customer queries, recommend solutions, 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 email or phone;
- Gather customer feedback and follow up with customers to ensure their technical issues are resolved (including provision of technical support to ensure optimal service);
- Guide the clients on how to interpret the data and transform them into insightful information.
- Customer Success:
- 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;
- 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.
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;
EXPERIENCES & QUALIFICATIONS
- Bachelor’s Degree in any discipline;
- 2 years working experience is a plus;
- Working experience in research and media industry is a plus;
COMPETENCIES & SKILLS
- Strong analytical skills and the ability to translate numbers into insightful information;
- Has good presentation skills, including the ability to generate presentation slides properly;
- Understand basic IT skills which includes software installation, configuration and maintenance;
- Meticulous with strong attention to detail;
- Knowledge of research techniques and methodologies;
- Strong interpersonal skills with a collaborative mindset to work well with others;
- Must have a thirst for knowledge, the ability to learn quickly and multi-task efficiently, as well as and, easily grasp new software applications, including helpdesk softwares;
- Google & Microsoft Suite Applications;
- Well organized with the ability to plan and prioritize;
- Good communication in Mandarin and English, both written and verbal;
- Excellent communication and problem solving skills with both internal and external stakeholders.
KEY PERFORMANCE INDICATORS / MEASURES
- Client Satisfaction which includes: training management, technical troubleshooting, query resolution, timely delivery, report production, responsiveness, etc.
- Meeting delivery deadlines
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Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
