Job Description
Title: Executive – Customer Success
Location: Mumbai, India
MUMBAI, INDIA /
SALES – CLIENT SOLUTIONS /
FULL TIME
/ REMOTE
JobDescription:
At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.
ABOUT THE ROLE
Nielsen Consumer & Media View is a syndicated dataset that is widely used by Australia’s largest Publishers, Media agencies and Advertisers to deliver actionable insights for strategic planning and core business objectives. You will work with the Conversion Leaders and the Account Management team to onboard, train and support our customers. Your role is to find new ways that our products can be used and create value and formulate and refine client marketing and media strategies by providing actionable & strategic recommendations based on analysis of the CMV dataset.
Responsibilities:
- Primarily lead client servicing and analysis on consumer media view data set, provide actionable insights to our clients.
- Analysis using a range of tools, including but not limited to Cross-tabulation, Cluster (Segmentation), and Geodemographics. Commspoint Journey & Influence.
- Developing reports, decks and other deliverables and presenting insights to External and Internal clients.
- Providing regular updates to the CMV analyst team regarding client successes with analysis and insights to provide learning opportunities for the team.
Client Service
- Servicing subscription clients to ensure they are getting the best use of their subscription including but not limited to answering day-to-day queries, regular WIP meetings with key users, software training, and presenting insights to the wider client team.
- Developing ways to ensure client engagement with the CMV tool/data remains high for optimum client retention. Where low engagement is experienced, find ways to be proactive with Account Managers to heighten engagement.
- Support Clients by building cross-functional relationships across marketing, media & research teams within the client’s organization
Training
- Deliver Basic, Intermediate and advanced CMV & Commspoint Training to clients to ensure they are getting the best use of the software and data set CMV PRODUCT & OPERATIONS
- Liaising with CMV operations team to ensure quality and timeliness of database deliverables
- Working closely with CMV Product Lead to relay any client issues and requests and contribute to improving the quality of the dataset through a quarterly questionnaire change process.
Commercial
- Demonstrating the usefulness of CMV as a service through product/ service demo
- Assisting the commercial team with scoping of projects, ad-hoc requests and performing CMV demonstrations.
Qualifications & Skills
- Graduates from Analytics, Market Research, and Media Business are encouraged to apply.
- Experience:1- 3 yrs
- Understanding of market research principles and methodologies
- Quantitative analysis: Ability to understand and interpret datasets and superior attention to detail
- Storytelling: Ability to go beyond reading’ the numbers to delivering well-crafted narratives and making actionable recommendations
- Strong stakeholder management: Confidence to manage expectations, both internally & externally.
- Project management: Initiate, plan, execute and manage new initiatives to best meet the needs and requirements of the business and key stakeholders
- Commercial focus: Quality and timely delivery of projects to ensure revenues are recognized. Ability to identify potential commercial opportunities. A strong customer success mindset.
- Fast learner: Quick to adapt and learn new technology & research methodologies
- Growth mindset: Seeing the opportunity and potential in every moment, failure, and success.
- Advanced user of Microsoft Excel, PowerPoint, Word & Google Workspace