Senior Digital & Planning Customer Experience Associate
Job Summary
Job Description
This Senior Digital & Planning Customer Experience Associate role at Nielsen involves providing post-sales support to international clients in EMEA. Responsibilities include managing accounts, acting as a product knowledge expert for digital (Nielsen ONE Ads) and planning (Commspoint, Nielsen Media Impact, Clear Decisions) services, collaborating with commercial leads, troubleshooting technical issues, and demonstrating strong leadership. The role requires experience in the media/research industry, client-facing customer success, and proficiency in Nielsen's planning and digital tools. Daily tasks encompass client support, training, relationship building, organizing onboarding sessions, acting as a liaison between teams, advising on upselling, and conducting performance analysis. The ideal candidate will be detail-oriented, organized, data-savvy, and possess strong communication and teamwork skills.
Must have:
- 3-5 years media/research experience
- Client-facing customer success
- Nielsen tools expertise (ONE Ads, Commspoint, etc.)
- Data analysis and reporting
- Strong communication & leadership
3 skills required
Job Details
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
Aim of the position :
Provide post sales support to international clients. Manage the servicing on a group of accounts in EMEA. Product knowledge expert across digital (Nielsen ONE Ads) and planning (Commspoint, Nielsen Media Impact and Clear Decisions) services in different markets.
Collaborate with the local market commercial leads & stakeholders to identify areas of business opportunity and growth through servicing. Troubleshooting expert across digital and planning services. Demonstrates strong leadership skills and people management capabilities.
Responsibilities :
- Experience in the media, advertising or research industry in a client facing customer success role.
- Being the first line of support in terms of supporting clients with our Planning tools (Nielsen Media Impact, Commspoint and Clear Decisions) and our Digital tools (Nielsen ONE Ads).
- Upskill team members on user interface training, campaign setup/KO call training & client facing presentations.
- Building and maintaining client relationships by providing excellent day to day client support, set up and training, whilst building strong and value-added relationships.
- Organize KOC's and onboarding sessions with new clients and manage daily incoming client requests.
- Senior point of contact between team and the technical and product team.
- Advise sales colleagues to upsell products when needed.
- Raise tickets for user login, client query, client SDK setup.
- Being the point of contact between customer success, the product team and the technical team.
- Support in conducting regular campaign performance analysis, preparation of presentation material in order to drive client engagement, added value and repeat business.
- Knowledge of the advertising and media industry.
Skills :
- Completed university degree in related field.
- 3 – 5 years experience in the media/research industry.
- Strong attention to detail, organized and able to prioritize workload.
- Ability to interpret data or experience in running reports/using data-based applications.
- Competency on MS office/Google products (Word, Excel, PPT, Doc, Sheet, Slides).
- An enthusiastic team player, highly motivated and capable of working proactively, supporting colleagues when needed.
- Results-oriented and able to work to tight deadlines.
- Ability to learn quickly and succeed in a fast-paced environment.
- Ability to juggle multiple responsibilities simultaneously, and work well with a diverse customer base and various internal teams.
#LI-MP1
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