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Petaling Jaya, Malaysia

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

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

Independently manage and ensure high quality and timely products/service 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 query 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 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.

QUALIFICATIONS & SKILLS

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 include 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

ABOUT NIELSEN

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth.

Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and act. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, inquisitive colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $45,000 - $60,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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