Senior Manager/ Manager, Consulting Customer Success at NielsenIQ

Ho Chi Minh City, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Relationship Management, Client Satisfaction, ROI Improvement, Service Delivery, Data Insight, Business Recommendation, Joint Business Plan, Client Review Process, Client Health Tracking, Issue Resolution, Net Promoter Score (NPS), Voice of Client Collection, Consulting Analytic Insight, Issue Escalation, Contract Renewal, Leadership

Industry

Software Development

Description

Job Description Job Description This position will be responsible for maintaining/enhancing customer relationships with an aim to improve client satisfaction, via increasing client ROI & driving the adoption of new capabilities. This role will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions. Client Engagement Model Leads the Joint Business Plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives Leads QBO and Client review process, focusing on service quality and ROI elements to refine the JBP and alignment with clients on a regular basis. Responsible for regularly updating client health internal tracker, ability to anticipate issues before they occur, bringing all CS functions and key partners together to act on/resolve issues. Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations. Client Servicing and Value Creation Responsible for collecting Voice of Client on their experience & servicing quality, sending to country/cub-region Managing Director to feed into product or strategy team Accountable for managing client relationship, consulting Analytic Insight and Customer Service team throughout process on analytics, client experience, or service model Leads client relationship management throughout issue escalation in collaboration with internal stakeholders to ensure quality response to client Discovering and Proposing Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage Responsible for identifying opportunities through day to day engagement and handling off to Commercial teams for further stages. Qualifications You will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendations, based on a deep understanding of client business and expertise across NielsenIQ solutions Min. Bachelor Degree any major; 5+ years of experience in related field (client servicing in research agency, marketing consultant) A broad understanding of client sales and marketing issues Knowledge of research techniques and methodologies would be an advantage Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must Min. 1 year in managerial level is preferable Proven strong leadership skills Excellent analytical skills and understanding of statistical modeling Excellent communication skills and presentation skills An ability to work independently and in a team Good interpersonal skills is a must Fluent in English both written and verbal is a must Additional Information Our Benefits Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies. About NIQ NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook Our commitment to Diversity, Equity, and Inclusion At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion

Responsibilities

This role is responsible for maintaining and enhancing customer relationships to improve client satisfaction by increasing ROI and driving adoption of new capabilities, while leading a delivery team to ensure prompt, high-quality service delivery with actionable business recommendations. The manager will lead the Joint Business Plan process, manage client reviews focusing on service quality and ROI, and be accountable for client satisfaction scores and timely issue resolution.