Manager Customer Support at NielsenIQ

Sr. Customer Service Manager will be responsible for maintaining/ enhancing customer relationships for a big market or a cluster of markets, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. • The job will focus on customer support by allocating resources to manage the workload peaks and troughs, and consistent review stipulated customer success metrics to drive satisfactory customer experience. • Identify emerging customer queries and quality trends for product/ process improvement. • Work with your manager in setting objectives and KPIs, performance reviews, feedback, and career mentoring.RESPONSIBILITIES: • Responsible for set of big market or a cluster of markets for the assigned workstream. • Consistently review customer success metrics related to data and reports services; manage and improve customer satisfaction on solution / service provided • Responsible for collecting Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task triaging and other customer issues towards right owners for resolution. • Work closely with the Manager for team/ task allocation and managing the workload peaks and troughs. • Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores. • Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan. • Identify emerging Customer queries and quality trends and flag areas of improvement. • She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables' quality & efficiency. • Delivering database and reports as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan • Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks • Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues. A LITTLE BIT ABOUT YOU: • A Sr. Customer Service Manager will manage customers of a big market or cluster of NIQ markets and will be responsible for team/ task allocation and managing the workload peaks and troughs. • He/she should be capable of influencing and managing customer expectations • S/he is expected to identify, investigate and co-ordinate the resolution of data, process or product/ process related changes and queries and also be the point of contact for designated Markets.