Customer Success Executive Job at 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.

We are recruiting to fill the position below:

Job Position: Customer Success Executive
Job Location: Lagos
Employment Type: Full-time

About The Job

• Nielsen Customer Success team is a modern service team transforming the way we serve our clients with new and updated tools to help our teams get the job done quickly and easily.
• We are the team that partners with clients to fuse data, science, and the talents of our people to provide measurement and improvement for the clients and markets we serve.
• We are the key link between Nielsen and clients. Our service and delivery is the reason clients will continue to invest in our products and service.

Responsibilities

• Support day to day contacts at the client, contributing to the achievement of client satisfaction targets
• Build effective relationships with client representatives
• Own reporting, including report maintenance, business issue analysis, and solution integration
• Liaise with other teams as necessary (e.g. operations, off-shore partners, technology, and data science) to solve client business questions and inquiries
• Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team
• Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded
• Provide training to clients on Nielsen tools and solutions
• Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables
• Continue to broaden knowledge of client business issues and needs, Nielsen services, and the broader industry
• Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes

Others:

• The Client Response Associate is responsible for executing specific client support-related activities including the delivery of reporting to our clients and/or client-focused data support, resolution and triage, and contract & order-to-invoice execution.
• The focus is to create high levels of client satisfaction by delivering accurate and insightful responses that contribute to client outcomes

Qualifications

• Good understanding of FMCG industry and trends
• 1-2 years of Nielsen Client Service at Response and/or industry experience
• Participation in a Project
• Solid Knowledge of Nielsen products and services
• Good interpersonal skills – ability to develop relationships internally and at the client organization
• Strong problem-solving skills, with gradually declining supervision
• Strong time management skills and prioritization ability, with gradually declining supervision
• Able to respond to inquiries of moderate complexity with almost zero supervision
• Able to respond on enquiries of higher complexity with limited supervision
• Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction
• Able to coach and support Jr. Executives
• Strong levels of clients satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.