Global Head Of Customer Support

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

Customer Experience at Nielsen As a part of our Customer Experience team at Nielsen, you will play a critical role in ensuring customer satisfaction by helping our customers utilize Nielsen’s products and services to achieve their goals.  Your primary responsibility will be to build trust with customers and provide exceptional customer experiences that result in business growth and high customer satisfaction.

Customer Support Customer Support is the Front line Support & Access Teams for customer requests or issues. Responsible for ticketing and coordination of resolution using tooling. Essential in customer feedback loop facilitation and ongoing prioritization of enhancements. Critical role in Audience Measurement for our clients. These teams interact with areas across Nielsen in the pursuit of resolutions in a timely and efficient manner.

Position Overview We are seeking an experienced and dynamic professional to join our team as the Global Head of Customer Support. In this strategic leadership role, you will be responsible for building, overseeing and optimizing our global customer support operations, ensuring the highest level of service delivery and customer satisfaction.

Scope of this role Our mission is to enable our customers to derive exceptional value from our solutions by teaching them to use our products. You will be on point for ensuring that the overall Customer Support team is responding timely to inquiries for several online Nielsen measurement products in our customer base. By leading and guiding a world-class customer support team, your goal will be to increase the client engagements, with the ultimate goal of increasing customer satisfaction. 

As a Global Customer Support Leader your goals will be to: -Understand our product, data & customer. Knowledge is Power. -Accelerate Adoption & Time to Customer Value.  Drive Advocacy & Loyalty. -Deliver Quality Support and Build Trust.  Timely response & Actions at Scale.

A Little About You If you are a strategic leader with a passion for delivering exceptional customer experiences in the SaaS space, we invite you to join our dynamic team and contribute to the success of Nielsen.

Responsibilities

• Strategic Leadership: Develop and implement a global customer support strategy aligned with Nielsen's overall goals.
• Provide vision and leadership to the customer support team, fostering a customer-centric culture.
• Operational Excellence: Drive operational efficiency and excellence in customer support processes, including incident resolution, ticket management, and service level agreements (SLAs).
• Implement best practices to enhance the overall performance and effectiveness of the SaaS support team.
• Team Management: Lead, mentor, and inspire a global team of customer support professionals.
• Foster a collaborative and high-performance work environment.
• Cross-Functional Collaboration: Collaborate with product, customer success, and commercial teams to ensure customer feedback is integrated into product enhancements.
• Work closely with customer success and commercial teams to understand customer needs and contribute to upsell opportunities.
• Customer Advocacy: Champion the voice of the customer within the organization.
• Proactively address customer concerns, escalations, and feedback to drive continuous improvement.
• Metrics and Reporting: Establish and monitor key performance indicators (KPIs) to measure and report on the effectiveness of customer support operations.
• Provide regular reports and insights to executive leadership.
• Training and Development: Develop and implement training programs to enhance the skills and knowledge of the customer support team.
• Stay abreast of industry trends and advancements in SaaS to ensure the team remains at the forefront of the media and audience measurement industry.

Qualifications

• 5+ years running a global support organization
• Bachelor's degree in a relevant field; advanced degree preferred.
• Proven experience in a leadership role within global customer support for CCaaS or related SaaS solutions.
• Strong understanding of Contact Center technologies and industry best practices.
• Excellent communication, leadership, and interpersonal skills.
• Demonstrated ability to drive operational excellence and customer satisfaction.
• Ability to launch 24x7 multi lingual support for the global customer base of 60K+ Users
• Familiarity working with global hubs of support
• Experience working cross functionally to power voice of the customer related to product feedback
• Comfort with technical and data counterparts when it comes to issue diagnosis and resolution
• Crisis management experience suggested
• Familiarity with Support tooling, including Salesforce and Jira, required