Business Intelligence Associate Manager
1 dia atrás
About this Position
NielsenIQ's Customer Support team collaborates with clients to establish and maintain strong foundations for trust in our data, driving growth for our business and clients alike. The Customer Support team assumes contractual commitments for compliance and quality regarding NielsenIQ products and services.We are seeking an energetic and dynamic Customer Service Associate Manager (Business Intelligence) for Brazil to join our fast-paced international team. This role will be a client advocate, aiming to delight customers by effectively managing complex queries through comprehensive knowledge of NIQ's services / offerings. This role aims to minimize the number of handoffs before responding to the client, attempting to answer all possible queries without additional teams' intervention for managed queries directly and enabling junior associates to perform at their best through guidance and support.
Responsibilities:
- Ensure efficient deployment, management, and organization of recruitment operations and staffing.
- Determine team training needs and ensure appropriate learning resources and training programs are available.
- Guarantee timely acknowledgment of queries and adherence to defined SLAs.
- Monitor metric entries in MSD by Junior and Experienced Associates to ensure accuracy and consistency.
- Lead regular weekly/monthly client calls, act as the single point of contact (SPOC) for major escalations, and implement measures to de-escalate issues.
- Support lead generation through reactive servicing based on data insights, overseeing data metering and plan administration activities.
- Ensure seamless coordination with internal teams (BI/Client Ops) for corrections and setup of billable options.
- Analyze client feedback on queries to identify improvement opportunities and implement measures to reduce dissatisfaction.
- Collaborate with Experienced Associates to finalize communications related to product enhancements and projects.
- Liaise with internal teams to monitor the quality of information provided in response to queries.
- Ensure consistent communication with internal teams regarding client expectations, critical escalations, contract renewals, and other key updates.
- Define and validate the appropriate audience for all communications to ensure relevance and impact.
- Master's degree (advantage) or equivalent experience.
- Strong experience in client-facing roles to understand client requirements and execute relevant actions.
- Experience with NielsenIQ (or similar) solutions preferred in analytics space, including POS/Panel data.
- Strong analytical mind and excellent numerical skills.
- Knowledge of Microsoft Excel, PowerPoint, and Google Sheets/Slides.
- Excellent command of both written and spoken English.
- Proficiency in pulling, analyzing, and incorporating all NIQ data sources that are relevant to the client(s) - i.e. RMS, CPS, Discover, Omni, etc.
- Ability to coach others on NIQ tools and Facts & Fundamentals.
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