Sr Analyst, Client Services and Customer Success

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ABOUT THE ROLE

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

Responsible for driving usage of our products to bring in incremental revenue and increase adoption of our entire product portfolio

• Independently 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);
• Optimal customer queries resolutions and solution recommendations, guide/update clients on product/software features and functionalities, provide client 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 with customers to ensure their technical issues are resolved (including provision of technical support to ensure optimal service);
• Independently guide the clients on data interpretation and transformation into insightful information.
• Independently 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 are an active account with us
• Close collaboration 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;
• Proactively share feature requests, product malfunctions and effective workarounds with team members.

• Bachelor's Degree in any discipline;
• Minimum 3 years working experience (in research and media industry is a plus);
• High proficiency in analytical skills and translating numbers into insightful information (with minimal supervision);
• Has effective presentation skills, including being well-versed in generating presentation slides;
• Understand basic IT skills which includes software installation, configuration and maintenance;
• Meticulous with strong attention to detail;
• Knowledge of research techniques and methodologies;
• Effective interpersonal skills with a collaborative mindset to work well with others;
• Must have a thirst for knowledge, adept in learning and multi-task efficiently, as well as, easily grasp new software applications, including helpdesk softwares;
• Google & Microsoft Suite Applications;
• Well organized with efficient planning and prioritization;
• Good communication in English, both written and verbal;
• Excellent communication and problem solving skills with both internal and external stakeholders.