Senior Manager, Customer Support

As a Senior Customer Service Manager at NIQ, you will be responsible for maintaining and enhancing customer relationships for a big market or a cluster of markets. Your main focus will be on ensuring efficient customer deliverables and queries using proprietary NielsenIQ platforms. You will work towards managing customer support resources during workload peaks and troughs, reviewing customer success metrics regularly to drive satisfactory customer experience, and identifying emerging customer queries and quality trends for product/process improvement. Additionally, you will collaborate with your manager to set objectives, KPIs, conduct performance reviews, provide feedback, and offer career mentoring. **Responsibilities:** - Manage a set of big markets or a cluster of markets for the assigned workstream - Review customer success metrics related to data and report services consistently to enhance customer satisfaction - Collect Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes - Work closely with the Manager for team/task allocation and managing workload peaks and troughs - Plan and execute client engagement models to improve servicing efficiencies and attain acceptable client satisfaction scores - Maintain and reinforce relationships with key stakeholders through the development of a solid stakeholder plan - Identify emerging customer queries and quality trends for continuous improvement - Expertise in NIQ processes and methodologies to enhance deliverables' quality and efficiency - Deliver databases and reports as per customer contractual terms against success criteria and tracking mechanisms - Collaborate with NielsenIQ teams for customer set up/maintenance on coding and database tasks - Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues **A Little Bit About You:** As a Sr. Customer Service Manager, you will manage customers of a big market or cluster of NIQ markets and will be responsible for team/task allocation and managing workload peaks and troughs. You should be capable of influencing and managing customer expectations, identifying, investigating, and coordinating the resolution of data, process, or product/process-related changes and queries. You will also be the point of contact for designated Markets. **Qualifications:** - 6-8 years' experience in an analytics environment, conducting data analytics and data management - Experience in managing multiple customers to address day-to-day servicing nuances - Proactive understanding of customer requirements and identifying opportunities for product/process improvements - Project management aptitude including critical path, task sequencing, and problem-solving - Strong team management skills, meeting deadlines, and being a team player **Soft Skills:** - Excellent communication and interpersonal skills with high energy - Ability to gauge customer sentiments and act according to defined protocols - Strong employee engagement skills and the ability to attract talent - Capability to translate technical details from different customer contexts - Troubleshooting using influencing skills and multitasking with workload management skills **Our Benefits:** - Flexible working environment - Volunteer time off - LinkedIn Learning - Employee-Assistance-Program (EAP) If you have questions, require accommodations, or wish to request human review where permitted by law, please contact your local HR representative. For more information, please visit NIQs AI Safety Policies and Guiding Principles. **About NIQ:** NIQ is the worlds leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the worlds population. For more information, visit NIQ.com. **Follow Us:** LinkedIn | Instagram | Twitter | Facebook **Our Commitment to Diversity, Equity, and Inclusion:** At NIQ, we are committed to fostering an inclusive workplace that reflects the rich diversity of the communities and markets we serve. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the NIQ News Center. As a Senior Customer Service Manager at NIQ, you will be responsible for maintaining and enhancing customer relationships for a big market or a cluster of markets. Your main focus will be on ensuring efficient customer deliverables and queries using proprietary NielsenIQ platforms. You will work towards managing customer support resources during workload peaks and troughs, reviewing customer success metrics regularly to drive satisfactory customer experience, and identifying emerging customer queries and quality trends for product/process improvement. Additionally, yo