Job Description

Customer Support Sr. Manager will be responsible for maintaining/enhancing customer relationships for a big market or a cluster of markets, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support by allocating resources to manage the workload peaks and troughs, and consistent review stipulated customer success metrics to drive satisfactory customer experience.

Work with your manager in setting objectives and KPIs, performance reviews, feedback, and career mentoring.

Work closely with the Manager for team/ task allocation and managing the workload peaks and troughs.

Consistently review customer support metrics related to data and tech services; manage and improve customer satisfaction on solution/service provided.

Responsible for collecting Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/quality es...