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Senior Executive, Customer Success

Senior Executive, Customer Success

NielsenPetaling Jaya, Selangor, Malaysia
1 hari lalu
Penerangan pekerjaan

Overview

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Company Description

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 global workforce is dedicated to capturing audience engagement with content wherever and whenever it’s consumed. We foster excellence, perseverance, and the ambition to make an impact together. We enable your best to power our future.

Job Description

The Senior Executive, Customer Success (CS) is a key role within the Customer Success team. This individual focuses on ensuring that customers receive the maximum benefit from Nielsen products. The Senior Executive, CS will be an expert in a suite of products under the Nielsen Audience Measurement umbrella and will work with Sales and Operations to onboard, train and support customers. Their focus is to help customers achieve their outcomes, creating value for them while identifying revenue opportunities for Nielsen by linking customer needs to the product portfolio.

Key Responsibilities

Client Services :

  • Independently manage and ensure high quality and timely products / services delivery to clients according to Nielsen’s commitments (delivery frequency and format for database / analysis reports).
  • Provide product education to clients (on-boarding, training sessions, and software setup).
  • Resolve customer queries and provide solution recommendations; guide / update clients on product / software features and functionalities; provide delivery notifications.
  • Respond to customer needs and queries in a timely and accurate way via phone, email or chat.
  • Gather customer feedback and follow up to ensure technical issues are resolved (including provision of technical support for optimal service).
  • Independently guide clients on data interpretation and transformation into insightful information.

Customer Success :

  • Independently manage and deliver assigned products and / or services, including client onboarding, technical support, query handling and deliverables in a timely manner.
  • Work directly with clients to resolve product issues and ensure customer satisfaction while accounts are active.
  • Collaborate with other Media Sales Groups and Operations Teams to address customer queries promptly and accurately.
  • Build customer loyalty and long-term retention by educating clients on product utilization.
  • Proactively share feature requests, product issues, and effective workarounds with team members.

    • Key Stakeholders & Interfaces

    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;

    • Qualifications

    Experiences & Qualifications

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

    • About You

  • Empathetic, with clear verbal and written communication; patient, positive, and has strong problem-solving skills. Able to work independently and as part of a team.

    • Competencies & Skills

  • Strong analytical skills and ability to translate numbers into insights with minimal supervision.
  • Effective presentation skills and proficiency in creating presentation slides.
  • Basic IT skills including software installation, configuration and maintenance.
  • Meticulous with strong attention to detail.
  • Knowledge of research techniques and methodologies.
  • Excellent interpersonal and collaborative skills.
  • Curious learner, capable of multitasking and quickly grasping new software (including helpdesk tools).
  • Google & Microsoft Suite proficiency.
  • Well organized with strong planning and prioritization.
  • Good written and verbal English communication.
  • Strong problem-solving skills with both internal and external stakeholders.

    • Additional Information

    Our culture is built on Inclusion, Courage, and Growth. You’ll join a team that values inclusive collaboration, diverse perspectives, and transparent conversations. You’ll be supported in your growth with opportunities to learn as the industry evolves. We are building a team of accountable, curious, and collaborative people who want to make a lasting impact.

    Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Verify email communications originate from @nielsen.com. If unsure about authenticity, contact Nielsen through our official website or verified social channels.

    Job Details

  • Seniority level Not Applicable
  • Employment type Full-time
  • Job function Other
  • Industries Broadcast Media Production and Distribution

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    Customer Executive • Petaling Jaya, Selangor, Malaysia