Associate Director, Client Services & Customer Success

2 Months ago • 3-5 Years • Product Management

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Job Description

ABOUT THE ROLE

Nielsen is seeking a Associate Director, Client Services & Customer Success. Manages and develops a team of Customer Success experts across a range of products. Define and promote the discipline of Customer Success teams across Nielsen Singapore and Malaysia for all products within each market. Ensure best practice and process is applied and shared across the teams and have a focus on continuous improvement, empowering and challenging the teams to deliver every day on our commitment to our customers.

ROLES & RESPONSIBILITIES

People Management- Management and leadership of direct reports. Regular feedback, performance assessment and career development planning. Creation of a succession plan for key roles within the team.
Team Enablement- Securing product and skill training for the Customer Success team to deliver against their roles and responsibilities including KPIs. Helping team navigate internal and external roadblocks to delivering the Customer Success function.
Customer Success Optimization- Hold Customer Success team accountable for delivering against commitments and customer expectations. Define and optimize Customer Success processes for each product (and overall). Support the Customer Success team to work closely with the Commercial Leaders and Account Management teams to share customer insights that help identify additional product and service sales opportunities. Build capability within Customer Success team across multiple products and ensure team can manage absences and peaks in demand without impacting service delivery. Raise profile of Customer Success function across Nielsen Commercial team and awareness of successes and impact from Customer Success team.

KEY STAKEHOLDERS & INTERFACE

Internal- Local Media Sales Groups (MSG) Teams
Agencies & Advertisers, Broadcasters & Publishers,
Digital & Platforms,
Mid Market Sales
Country Operations Team
Product / Hub Support Teams in other markets
Customer Experience Teams across Asia markets

External- Clients
Vendors

ABOUT CUSTOMER EXPERIENCE, AUDIENCE MEASUREMENT

Provides an increased focus on unifying the customer’s experience across products, working in partnership with Sales, Product and all other Nielsen functions to drive satisfaction and loyalty from our customers, by incorporating the post-sales customer engagement functions from the Commercial team, Digital Census Operations team from Global Data Solutions and Product Enablement from Product.

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