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.
Customer Experience at Nielsen
As a part of our Customer Experience team at Nielsen, you will play a critical role in ensuring customer satisfaction by helping our customers utilize Nielsen’s products and services to achieve their goals. Your primary responsibility will be to build trust with customers and provide exceptional customer experiences that result in business growth and high customer satisfaction.
Customer Support
Customer Support is the Front line Support & Access Teams for customer requests or issues. Responsible for ticketing and coordination of resolution using tooling. Essential in customer feedback loop facilitation and ongoing prioritization of enhancements. Critical role in Audience Measurement for our clients. These teams interact with areas across Nielsen in the pursuit of resolutions in a timely and efficient manner.
Position Overview
We are seeking an experienced and dynamic professional to join our team as the Global Head of Customer Support. In this strategic leadership role, you will be responsible for building, overseeing and optimizing our global customer support operations, ensuring the highest level of service delivery and customer satisfaction.
Scope of this role
Our mission is to enable our customers to derive exceptional value from our solutions by teaching them to use our products. You will be on point for ensuring that the overall Customer Support team is responding timely to inquiries for several online Nielsen measurement products in our customer base. By leading and guiding a world-class customer support team, your goal will be to increase the client engagements, with the ultimate goal of increasing customer satisfaction.
As a Global Customer Support Leader your goals will be to:
-Understand our product, data & customer. Knowledge is Power.
-Accelerate Adoption & Time to Customer Value. Drive Advocacy & Loyalty.
-Deliver Quality Support and Build Trust. Timely response & Actions at Scale.
A Little About You
If you are a strategic leader with a passion for delivering exceptional customer experiences in the SaaS space, we invite you to join our dynamic team and contribute to the success of Nielsen.
Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.
A reasonable estimate of salary range for a new employee to be offered this role would be between $100,000 - $300,000, which would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.
Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.