Manager, Customer Success

3 weeks ago

Auckland City, New Zealand NielsenIQ Full time

Company Description

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

**Job Description**:
**About this job**

NielsenIQ New Zealand 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 NielsenIQ and clients. Our service and delivery are the reason clients will continue to invest in our products and service.

In this role you will delight our clients with your ability to track and deliver on day-to-day servicing tasks and management of their business with us. You will also execute projects with limited supervision by understanding and briefing client needs and co-ordinating key stakeholders to deliver results.

Key Accountabilities
- Scoping and briefing the client requirements
- Build effective relationships with client key stakeholders
- Monitor the progress of enquiries on assigned clients against agreed service levels and escalate any issues to the appropriate team
- Attend client meetings and presentations over the phone and in person
- Build and maintain relationships with support teams to ensure quality and timely service levels are exceeded
- Oversee all day-to-day support on assigned client, contributing to the achievement of client satisfaction targets
- Set-up and refresh cyclical reports
- Reviews/Investigate data for errors and inconsistencies and working with the right internal teams for support
- Discuss project design to best answer client questions with Client Business Partner/client with the support of Senior team member
- Use internal tools and data sources to support client needs
- Well organized with client request, track and manage day to day projects/tasks
- Provide basic training to clients on Nielsen tools and solutions
- Summarize data in tables, charts, and graphs
- Ability to interpret sales data and consumer data

**Qualifications**:
**Required Skills**:

- Business English knowledge, both verbal and written (and local language if required)
- Advanced Microsoft Excel skills
- Good communication & visualization skills
- Strong relationship building skills
- Comfortable working in a virtual enabled environment & being onsite client facing
- Analytic & storytelling techniques nice to have
- Knowledge with Microsoft Office suite (PowerPoint, Excel, etc)
- Organizational & interpersonal skills
- Interest in commercial industry and ability to think big picture
- Interest and preferably some experience in Client/Customer Management or Service and achieving high levels of client satisfaction
- Passion for data and data analysis

**Education & Experience Requirements**:

- University degree or equivalent experience
- Excellent numerical skills & technical skills
- 3-5 years' experience in Client Service or another related field
- Preferably experience in FMCG industry, but not required

Additional Information

At NielsenIQ, we’re proud of our diversity - our Australian and New Zealand offices alone are made up of over 50 cultures and nationalities

We strongly believe in promoting from within. We encourage all of our people to pave their own career path and explore ways to grow with us.

We’re steadfastly inclusive. NielsenIQ is an environment that encourages all associates to be themselves, weave their talents and passions into their work, put their hand up and have their voice heard.

We operate on principles of trust and accountability. We sway against micromanagement, enabling our associates to engage, include and decide in order to move swiftly and boldly while keeping our clients at the heart of everything we do.

**But wait, there’s more**

We believe in a good work/life balance and offer an extensive range of flexible working options for all associates. We also offer several leave options such as Parental Leave, Volunteer Leave, Birthday Leave, yearly bonus leave initiatives and much more. We also provide a range of programs and activities for associates to join year-round that encourage good health, wellbeing, networking and community engagement

All of our NielsenIQ employees get access to corporate discounts with companies such as Bupa, Australian Retirement Trust, and HSBC, and, we also offer a generous yearly study allowance for those wishing to further their education in a field related to their role or our company.

**About NielsenIQ**

NielsenIQ is a global measurement and data analytics company providing the most complete and t

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