At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

　　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

　　ROLE 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 notificationsRespond to customer needs and queries in a timely and accurate way, via phone, email or chatGather 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 mannerWork directly with clients to help resolve product issues and ensure customer satisfaction, while they have an active account with usWork closely with other Media Sales Groups (MSG) and Operations Teams to ensure customer queries and concerns are addressed in a timely and accurate mannerBuild customer loyalty to build trust and ensure long-term client retention by educating clients on product utilizationShare feature requests, product malfunctions and effective workarounds with team members.

　　QUALIFICATIONS & SKILLS

　　Fresh graduates with a Bachelor's Degree in any discipline preferredWorking experience in the research and media industry is a plusStrong analytical skills and the ability to translate numbers into insightful informationHas good presentation skills, including the ability to generate presentation slides properlyUnderstand basic IT skills which include software installation, configuration and maintenanceMeticulous with strong attention to detailKnowledge of research techniques and methodologiesStrong interpersonal skills with a collaborative mindset to work well with othersMust 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 softwareGoogle & Microsoft Suite ApplicationsWell-organized with the ability to plan and prioritizeGood communication in English, both written and verbalExcellent communication and problem-solving skills with both internal and external stakeholders.#LI-LV1