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.