Senior Customer Support Manager

Job Description As a Senior Manager of Customer Support at NIQ, you will be responsible for maintaining and enhancing customer relationships in a big market or a cluster of markets. Your main focus will be on providing efficient customer support using NielsenIQ platforms, allocating resources to manage workload fluctuations, and consistently reviewing customer success metrics to ensure a satisfactory customer experience. Your key responsibilities will include: - Managing a set of big markets or a cluster of markets for the assigned workstream - Reviewing customer success metrics related to data and reports services to improve customer satisfaction - Collecting Voice of Customer feedback in case of escalations and exceeding SLA TAT - Collaborating with the Manager for team/task allocation and workload management - Enhancing client engagement model for acceptable client satisfaction scores - Maintaining relationships with key stakeholders through a solid stakeholder plan - Identifying emerging customer queries and quality trends for process improvements - Playing an active role in improving deliverables' quality and efficiency - Delivering database and reports as per customer contractual terms - Working closely with NielsenIQ teams for customer set up/maintenance on coding and database tasks As a qualified candidate, you should have: - 6-8 years' experience in analytics environment with data analytics and management - Experience in multiple customer management and identifying opportunities for process improvements - Project management aptitude and good team management skills - Strong communication and interpersonal skills, ability to gauge customer sentiments, and troubleshoot using influencing skills - Ability to multi-task, manage workloads efficiently, and attract talent In addition to the job role, NIQ offers benefits such as a flexible working environment, volunteer time off, LinkedIn Learning, and an Employee-Assistance-Program (EAP). NIQ is a global consumer intelligence company that provides a complete understanding of consumer buying behavior. With a commitment to diversity, equity, and inclusion, NIQ fosters an inclusive workplace that values a wide range of perspectives to drive innovation and excellence. You can learn more about NIQ's mission and values on their website. If you are passionate about customer support and have the required qualifications and skills, this Senior Manager position at NIQ could be a great opportunity for you to make a meaningful impact in the consumer intelligence industry. As a Senior Manager of Customer Support at NIQ, you will be responsible for maintaining and enhancing customer relationships in a big market or a cluster of markets. Your main focus will be on providing efficient customer support using NielsenIQ platforms, allocating resources to manage workload fluctuations, and consistently reviewing customer success metrics to ensure a satisfactory customer experience. Your key responsibilities will include: - Managing a set of big markets or a cluster of markets for the assigned workstream - Reviewing customer success metrics related to data and reports services to improve customer satisfaction - Collecting Voice of Customer feedback in case of escalations and exceeding SLA TAT - Collaborating with the Manager for team/task allocation and workload management - Enhancing client engagement model for acceptable client satisfaction scores - Maintaining relationships with key stakeholders through a solid stakeholder plan - Identifying emerging customer queries and quality trends for process improvements - Playing an active role in improving deliverables' quality and efficiency - Delivering database and reports as per customer contractual terms - Working closely with NielsenIQ teams for customer set up/maintenance on coding and database tasks As a qualified candidate, you should have: - 6-8 years' experience in analytics environment with data analytics and management - Experience in multiple customer management and identifying opportunities for process improvements - Project management aptitude and good team management skills - Strong communication and interpersonal skills, ability to gauge customer sentiments, and troubleshoot using influencing skills - Ability to multi-task, manage workloads efficiently, and attract talent In addition to the job role, NIQ offers benefits such as a flexible working environment, volunteer time off, LinkedIn Learning, and an Employee-Assistance-Program (EAP). NIQ is a global consumer intelligence company that provides a complete understanding of consumer buying behavior. With a commitment to diversity, equity, and inclusion, NIQ fosters an inclusive workplace that values a wide range of perspectives to drive innovation and excellence. You can learn more about NIQ's mission and values on their website. If you are passionate about customer support and have the required qualifications and skills, this Senior Manager position at NIQ