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For Companies At a Glance
- Tasks: Lead a dynamic team to provide top-notch product support and enhance customer satisfaction.
- Company: Join Nielsen, a global leader in media insights and analytics.
- Benefits: Competitive salary, career growth opportunities, and a supportive work culture.
- Why this job: Make a real impact in the media industry while developing your technical expertise.
- Qualifications: Strong communication skills and experience in tech support or customer service.
- Other info: Collaborative environment with a focus on innovation and continuous improvement.
The predicted salary is between 50000 - 60000 £ per year.
Company Description
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content – wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
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 to enhance 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.
Product Support Manager (EMEA) employer: Nielsen
Contact Detail:
Nielsen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Manager (EMEA)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Nielsen's products and services. Show us that you understand our mission and how you can contribute to our customer support team. Tailor your answers to highlight your relevant experience!
✨Tip Number 3
Practice your problem-solving skills! As a Product Support Manager, you'll need to troubleshoot complex issues. Use mock scenarios to demonstrate your analytical thinking and how you would handle customer queries.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're genuinely interested in joining our team at Nielsen.
We think you need these skills to ace Product Support Manager (EMEA)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Product Support Manager role. Highlight your experience in customer support, technical expertise, and any relevant achievements that align with Nielsen's mission. We want to see how you can contribute to our dynamic team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about the role and how your skills can help drive exceptional results at Nielsen. Be genuine and let your personality come through – we love that!
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight specific examples of how you've tackled complex client queries or improved processes in previous roles. We’re looking for someone who can think analytically and drive improvements, so show us what you've got!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at Nielsen!
How to prepare for a job interview at Nielsen
✨Know Your Stuff
Make sure you have a solid understanding of Nielsen's products and services. Familiarise yourself with their features, functionalities, and common troubleshooting procedures. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Product Support Manager, you'll need to interact with various stakeholders. Practice articulating your thoughts clearly and concisely. Consider preparing examples of how you've effectively communicated complex information in the past, especially in high-pressure situations.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've identified root causes of customer issues in previous roles. Prepare to share specific examples where your analytical skills led to improvements in processes or product performance. This will highlight your problem-solving abilities.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your ability to handle customer escalations and collaborate with teams. Think of past experiences where you successfully managed similar situations and be ready to explain your thought process and outcomes.