Executive, Media Client Services

1 day ago

Petaling Jaya, Malaysia Nielsen Full time

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 notifications
- Gather 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 manner
- Work directly with clients to help resolve product issues and ensure customer satisfaction, while they have an active account with us
- Work closely with other Media Sales Groups (MSG) and Operations Teams to ensure customer queries and concerns are addressed in a timely and accurate manner
- Build customer loyalty to build trust and ensure long-term client retention by educating clients on product utilization
- Share feature requests, product malfunctions and effective workarounds with team members.

**QUALIFICATIONS & SKILLS**:

- Fresh graduates with a Bachelor’s Degree in any discipline preferred
- Working experience in the research and media industry is a plus
- Strong analytical skills and the ability to translate numbers into insightful information
- Has good presentation skills, including the ability to generate presentation slides properly
- Understand basic IT skills which include software installation, configuration and maintenance
- Meticulous with strong attention to detail
- Knowledge of research techniques and methodologies
- Strong interpersonal skills with a collaborative mindset to work well with others
- Google & Microsoft Suite Applications
- Well-organized with the ability to plan and prioritize
- Good communication in English, both written and verbal
- Excellent communication and problem-solving skills with both internal and external stakeholders.
- #LI-LV1

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