Manager, Analyst Customer Success Service
NielsenIQ
Ho Chi Minh City, Ho Chi Minh City, vn
2 ngày trước

ABOUT THIS JOB

This position will be responsible for maintaining / enhancing customer relationships with an aim to improve client satisfaction, via increasing client ROI & driving the adoption of new capabilities.

This role will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions.

RESPONSIBILITIES

Client Engagement Model

Leads the Joint Business Plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives

Leads QBO and Client review process, focusing on service quality and ROI elements to refine the JBP and alignment with clients on a regular basis.

Responsible for regularly updating client health internal tracker, ability to anticipate issues before they occur, bringing all CS functions and key partners together to act on / resolve issues.

Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations.

Client Servicing and Value Creation

Responsible for collecting Voice of Client on their experience & servicing quality, sending to country / cub-region Managing Director to feed into product or strategy team

Accountable for managing client relationship, consulting Analytic Insight and Customer Service team throughout process on analytics, client experience, or service model

Leads client relationship management throughout issue escalation in collaboration with internal stakeholders to ensure quality response to client

Discovering and Proposing

Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage

Responsible for identifying opportunities through day to day engagement and handling off to Commercial teams for further stages.

People Management

Establish high standards of performance and hold associates firmly accountable for meeting with those standards

Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards

Act as coach, guide and mentor to employees and contribute to succession plan for the team

Establish a strong team environment focused on exceeding internal and external client requirements

ABOUT YOU

You will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions

Qualifications

Min. Bachelor Degree any major; min GPA 3.25

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

Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must

Min. 1 year in managerial level is a must

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 that provides the most complete and trusted view available of consumers and markets worldwide.

We provide consumer packaged goods manufacturers / fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow.

Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.

We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population.

For more information, visit .

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.

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