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Job Description
Company Description
- formerly known as: Rakuten Intelligence
Can you compete in a disruptive online world?
Now more than ever, consumers want the convenience of online grocery shopping. To deliver that experience, drive sales, and improve profitability, manufacturers and retailers are seeking a better understanding of the digital consumer journey and landscape.
Description
With millions of participating U.S. shoppers in one of the largest, most representative e-commerce panels in the world, we measure with precision what others can only approximate. By leveraging machine learning, understanding online behavior is no longer limited to surveys or projections from small samples. Our panel captures actual buying behavior across the digital consumer journey, revealing new insights about online consumer trends, digital retailers, brands and logistics companies. Whether you’re looking to understand company performance, identify opportunities for investment, or optimize shipping and logistics, we help you understand the e-commerce market and guide strategic decisions.
Rakuten Intelligence joins NielsenIQ (Press Release)
Qualifications
Account Manager (Non-Sales): Junior-level Client Service and Relationship Management
Remote (Must be US based)
Reference ID: REF14399D
About this job
This is a non-sales junior-level role.
As Account Manager on our eCommerce team, working with large corporate clients and both public and private investors. This role will be at the cutting edge of the alternative data space where you will be involved in all aspects of customer success, including customer support, onboarding, and training, and managing customer relationships. You will work closely with our sales, data engineering, and product teams to ensure our customers’ needs are met. Your mission is to ensure our clients derive value from their relationship with NielsenIQ and that they become passionate champions of our brand. Our team is co-located and agile, with central hubs in New York, Chicago, and Toronto.
Responsibilities
- Oversee the day-to-day operations of your book of business, which will be composed of large organizations
- Be essential in guaranteeing customer satisfaction and success, working with your team and cross-departmentally to ensure high service levels, support quality, and customer satisfaction
- Gain an understanding of our data and market research products to effectively diagnose, analyze, troubleshoot, and escalate customer questions and issues
- Participate in customer-facing calls to communicate progress updates, action plans, and resolution details
- Provide proactive communication to customers regarding their requests in a way that demonstrates empathy and commitment to resolving their reported issues or questions
- Ensure proper, timely follow-up to maintain a high level of customer service
- Develop and strengthen client relationships
- Clearly communicate client feedback to internal teams, including engineering, product, and data operations, to help find solutions
- Provide product onboarding and continued education/training
- Serve as a subject-matter expert on our products and services
- Develop a strong understanding of your clients’ priorities, goals, and product uses cases
- Work closely with sales and communicate important account updates to you and the sales team
- Serve as a client advocate while staying aligned with our internal goals
- Help maintain a support-related knowledge base and help shape the customer success framework
A little bit about you
- Customer success and customer experienced focused
- Process-oriented with strong analytical and organizational skills
- Highly motivated and someone who takes initiative
- Ability to work independently, as part of a team, and with other teams
- An empathetic listener
- A critical thinker who can look at problems and solutions holistically
Qualifications
- Bachelor’s degree or equivalent experience required
- 2-5 years’ relevant experience in a customer support role at a SaaS company, market research company, financial services institution, or a similar background, supporting a client base comprised of large, global organizations in a fast-paced environment
- Experience communicating with senior-level executives
- Strong business and technical acumen, with an understanding of value drivers in recurring revenue business models
- Experience working across internal teams to help resolve client issues
- Possess excellent verbal, written, and presentation skills, with the ability to communicate clearly and effectively both externally and internally
- Results-oriented with a history of setting and attending goals to meet aggressive timelines
- Ability to take ownership and drive customer issues to resolution
- Nice to haves:
- Experience with Jira
- Experience with project management
- An understanding of financial markets
About NielsenIQ
We’re in tune with what the world is buying. If you can think of it, we’re measuring it. We sift through the small stuff and piece together big pictures to provide a comprehensive understanding of what’s happening now and what’s coming next for our clients. Today’s data is tomorrow’s marketplace revelation.
We like to be in the middle of the action. That’s why you can find us at work in over 90 countries. From global industry leaders to small businesses, consumer goods manufacturers to retailers, we work with them all. We’re bringing in data 24/7 and the possibilities are endless.
Become part of NielsenIQ at: www.niq.com.
Additional Information
All your information will be kept confidential according to EEO guidelines.
About NielsenIQ
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ 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.
