Job Description
Nielsen, a leading international provider of industry-leading advertising, media, and trading solutions, is seeking an experienced, self‑motivated individual to join our Customer Support team.
The Customer Support Team provides first‑level, post‑sales support for Nielsen's clients, across a variety of client verticals including leading Advertisers, Media Agencies and Media Owners. This role focuses on executing high‑quality product support while growing technical expertise in Ad Intel and client engagement.
Product Support Manager
Role Overview
Nielsen is seeking a Product Support Manager who is a service expert focused on building internal and external relationships while delivering exceptional results. This role works collaboratively across the customer support organisation, alongside product, sales, and operations to drive service performance in tandem with world‑class customer satisfaction.
Key Responsibilities
* Customer Advocacy & Escalation: Serve as the primary escalation point for internal and external customers, coordinating across all internal teams to ensure prompt issue resolution.
* Strategic Leadership: Manage team initiatives to move business results forward and deliver value to customers by sharing knowledge on how Nielsen products support their business goals.
* Process Improvement: Develop, implement, and continuously improve process documentation and workflows for the support team to enhance efficiency.
* Data‑Driven Insights: Analyse support data to identify trends and patterns, providing insights to drive product improvements.
* Troubleshooting & Collaboration: Work closely with Customer Support teams to troubleshoot complex client queries and provide advanced technical assistance, enhancing the user experience.
* Service Oversight: Provide consistent oversight on service ticket progress to ensure customer timelines and expectations are managed.
* Technical Partnership: Collaborate with appropriate departments to maintain a technology plan that supports customer needs and participate in new technology adoption.
* For employees outside India and United States: Willingness to serve as a local internal subsidiary director to represent the entity in country, with full support from corporate teams, in governance matters.
Qualifications
* Technical Expertise: In‑depth technical knowledge of supported products, including features, functionalities, and troubleshooting procedures.
* Communication: Excellent interpersonal and communication skills to interact with customers and address concerns effectively.
* Analytical Thinking: Proven ability to identify root causes of customer issues and propose improvements to enhance product performance.
Preferred Experience
* Demonstrated experience in lead roles within a Data, SaaS or Media environment.
* Expertise in managing Salesforce/Zendesk workflows for large‑scale support teams.
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