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Senior Manager, Client Service
2 weeks ago
**Job Description**:
This role will be responsible for maintaining/enhancing customer relationships, responding to client queries (across RMS & CPS) via CSO, perform triage/ coordination with Global Service Center team focusing on Data pulls, reports, resolution and triaging of client queries, and driving overall client satisfaction
**Responsibilities**
Client Engagement
- Responsible for coverage analysis & client queries elements of JBP, including defining success criteria and tracking mechanisms, aligning with customer on ways of working, and defining service delivery elements of JBP
- Responsible for coverage analysis & client queries elements of client review process, including review and tracking value delivery against JBP across teams and markets and tracking actions for improvement as needed
- Responsible for account ID setup and initial technical support through direct support or triaging technical support requests to right functions (e.g., support on NIQ fundamental tools and Essential platform usage training) as part of the client onboarding process
- Accountable/responsible for change management and transition components of tactical client training (e.g., self-guided in platform training, self-paced courses on NIQ data and tools)
- Responsible for managing client issues and triaging issue to right issue owner for resolution; Responsible for collecting Voice of Customer for User Experience & Service Model related topics, input through proper VoC collection methods (see VoC deep dive)
- Responsible for maintaining and promoting CSO to clients, managing and maintaining NIQ knowledge articles, and improving client satisfaction and experience using CSO
**A Little About You**
You will work closely with Consulting team, Analytics & Insight team, and other internal stakeholders, to ensure flawless operational cadence in client servicing. You will work with Global Service Center team through coordination and alignment to guarantee that all client's questions are addressed promptly by GSC.
**Qualifications**:
- Min. Bachelor Degree any major; min GPA 3.25
- Min. 1 year in managerial level is a must
- 3-5 years of experience in related field (client servicing in research agency, marketing consultant)
- A broad understanding of client sales and marketing issues
- Knowledge of research techniques and methodologies would be an advantage
- Proven strong leadership skills
- Excellent analytical skills and understanding of statistical modeling
- Excellent communication skills and presentation skills
- An ability to work independently and in a team
- Good interpersonal skills is a must
- Fluent in English both written and verbal is a must
Additional Information
**About NielsenIQ**
NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.
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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.
