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Customer Success Manager II

Customer Success Manager II

NielsenPetaling Jaya, Selangor, Malaysia
5 jam yang lalu
Penerangan pekerjaan

Customer Success Manager II

Company Description : Nielsen is dedicated to powering a better media future by providing insights that drive client decisions and deliver results. Our global workforce captures audience engagement with content wherever it is consumed. We value excellence, perseverance, and impact, and support our team to succeed together.

Job Description

The Senior Executive, Customer Success (CS) is a key role within the Customer Success team. This individual ensures customers receive the maximum benefit from Nielsen products and services.

The Senior Executive, Customer Success will be an expert in a suite of products under the Nielsen Audience Measurement umbrella. Working with a team of CS subject matter experts, they will onboard, train and support customers in collaboration with Sales and Operations. Their focus is to help customers achieve their outcomes and identify revenue opportunities by linking customer needs to Nielsen product offerings.

Position Summary

  • Client Services : Act as the primary post-sales contact for delivery, support and success, including delivering services / deliverables per contracts and SLAs.
  • Customer Success : Drive product usage to generate incremental revenue and increase adoption across the full product portfolio.

Key Responsibilities

  • Client Services :

    • Independently manage high-quality and timely delivery to clients according to Nielsen commitments (delivery frequency and format for databases / analyses).

  • Provide product education to clients (on-boarding, training sessions and software setup).
  • Resolve customer queries with appropriate solutions; inform clients about product / software features and updates.
  • Respond to customer needs via phone, email or chat in a timely and accurate manner.
  • Gather customer feedback and ensure technical issues are resolved with appropriate support.
  • Guide clients on data interpretation and transforming data into insights.
  • Customer Success :

    • Independently manage and deliver assigned products / services, including onboarding, technical support, query handling and client deliverables.

  • Collaborate with clients to resolve product issues and maintain satisfaction during active engagements.
  • Work with Media Sales Groups (MSG) and Operations to address queries and concerns promptly.
  • Build customer loyalty by educating clients on product utilization and driving long-term retention.
  • Proactively share feature requests and workarounds with the team.

    • Key Stakeholders & Interfaces

  • Internal : Local MSG teams (Agencies & Advertisers, Broadcasters & Publishers, Digital & Platforms, Mid Market Sales), Country Operations, Product / Hub Support in other markets, Customer Experience teams across Asia.
  • External : Clients; Vendors.

    • Qualifications

  • Bachelor’s Degree in any discipline.
  • Minimum 3 years of experience (experience in research and the media industry is a plus).

    • About You

  • Empathy, clear communication (verbal and written), patience, positive attitude, and strong problem-solving skills. Ability to work independently and as part of a team.

    • Competencies & Skills

  • Strong analytical skills and ability to translate data into insights with minimal supervision.
  • Effective presentation skills and proficiency in creating slides.
  • Basic IT skills including software installation, configuration and maintenance.
  • Attention to detail; knowledge of research methodologies.
  • Strong interpersonal and collaborative abilities.
  • Willingness to learn, multi-task efficiently, and adapt to new software (including helpdesk tools).
  • Proficiency in Google and Microsoft Suite.
  • Organized with good planning and prioritization; excellent English communication.

    • Additional Information

    Our culture emphasizes Inclusion, Courage, and Growth. We encourage inclusive collaboration, bold thinking, and opportunities for personal and professional development. This message is followed by a brief reminder about guarding against scam recruitment practices and verifying communications from official Nielsen channels.

    Note : This description reflects the responsibilities and requirements of the role and does not imply that a current job is open. Follow official Nielsen job postings for updates.

    Location : Petaling Jaya, Selangor, Malaysia

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    Buat amaran kerja untuk carian ini

    Customer Manager • Petaling Jaya, Selangor, Malaysia

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