Consulting Lead, Customer Success
NielsenIQ
Auckland, Auckland, nz
2d ago

Client Servicing and Value Creation

  • Leads delivery against SLA for assigned clients and accountable to managing the client relationship
  • Leads client relationship management throughout issue escalation in collaboration with internal stakeholders
  • Ensures delivery of meaningful insights to assigned clients. Delivery on client business issues and tracking of outcomes
  • Where required presents to varied client audiences delivering insightful and actionable recommendations
  • Contribute to Thought Leadership and other industry presentations where required
  • Responsible for collecting Voice of Client on their experience & servicing quality
  • 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.
  • Client Engagement Model

  • Owns the client WIP and responsible for regularly updating client health internal tracker, with ability to anticipate issues before they occur, bringing all NielsenIQ functions and key partners together to act on / resolve issues.
  • 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 Client review process, focusing on service quality and ROI elements to refine the Joint Business Plan and alignment with clients on a regular basis
  • Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations.
  • People Management

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