Customer Experience Advocate

4 weeks ago


Boston, Massachusetts, United States NielsenIQ Full time

NielsenIQ is a leading consumer intelligence company with operations in 100+ markets, covering more than 90% of the world's population. We deliver the most complete understanding of consumer buying behavior and reveal new pathways to growth.

As a Customer Experience Advocate, you will serve as the primary point of contact for end-users subscribed to NielsenIQ's Financial Services Research. Your key focus will be to provide clients with the proper support and facilitate connections between clients and relevant differentiated research conclusions.

This role requires building and maintaining strong relationships with clients, identifying areas of need, and developing a deep understanding of NielsenIQ research. You will utilize excellent communication skills, a curious mind, and a passion for building client relationships to drive results.

Your responsibilities will include:

  1. Ensuring clients receive support in leveraging NielsenIQ data and research to find actionable insights
  2. Building strong relationships with clients to guarantee satisfaction and adequate services as part of their subscription
  3. Collaborating with Sales Representatives to understand short- and long-term goals for individual accounts and supporting the team in achieving those goals
  4. Tracking individual client touch points and interactions to ensure proper coverage
  5. Working with Sales Specialists to determine which accounts are at risk based on engagement trends and developing a course of action
  6. Regularly connecting with the Research team to gather key research topics and pass them along to interested clients

Qualifications for this position include:

  1. 1-5 years of relevant experience in account management, customer success, or relationship management, preferably within the financial services industry
  2. Relevant postgraduate qualification ideal, but at least a BA/BS from a top-tier university
  3. Strong communication skills
  4. Ability to build meaningful client relationships
  5. Able to work effectively in a team environment and as an individual contributor
  6. Strong organization and problem-solving skills
  7. Ability to multitask and handle multiple complex client interactions

NielsenIQ offers a comprehensive benefits package, including:

  1. Comprehensive healthcare plan (medical, Rx, dental, and vision)
  2. Flexible spending accounts and Health Savings Account (including company contributions)
  3. Life and AD&D insurance
  4. 401(k) retirement plan including company matching contributions
  5. Disability insurance
  6. Tuition Reimbursement Discretionary paid time off program and 11 paid holidays
  7. Flexible working environment
  8. Volunteer time off
  9. LinkedIn Learning
  10. Employee-Assistance-Program (EAP)

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.


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