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- 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: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in the media industry while developing your technical expertise.
- Qualifications: Strong communication skills and experience in data or SaaS environments.
- Other info: Collaborative culture with a focus on innovation and continuous improvement.
The predicted salary is between 50000 - 65000 £ per year.
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.
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 and 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: The Nielsen Company
Contact Detail:
The Nielsen Company 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 current or former Nielsen employees on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching Nielsen's products and recent news. We want to show that we’re not just interested in the role, but also in how we can contribute to their mission of powering a better media future.
✨Tip Number 3
Practice common interview questions, especially around customer support scenarios. We need to demonstrate our problem-solving skills and how we handle client relationships effectively.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and shows our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’re the perfect fit!
We think you need these skills to ace Product Support Manager (EMEA)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Manager role. Highlight your relevant experience in customer support and technical expertise, showing us how you can contribute to Nielsen's mission.
Showcase Your Communication Skills: Since this role involves a lot of interaction with clients and internal teams, let your communication skills shine through in your application. Use clear and concise language to demonstrate your ability to convey complex information effectively.
Highlight Problem-Solving Abilities: We love candidates who can think analytically! Share examples of how you've tackled challenging customer issues in the past. This will show us that you have the troubleshooting skills we need for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. We can’t wait to see what you bring to the table!
How to prepare for a job interview at The Nielsen Company
✨Know Your Products Inside Out
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 demonstrate 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 to clients or team members in the past.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle customer escalations. Think of specific instances where you've successfully resolved issues or improved processes, and be ready to discuss them in detail.
✨Demonstrate Analytical Thinking
Nielsen values data-driven insights, so be prepared to discuss how you've used data to identify trends and improve service performance. Bring examples of how your analytical skills have led to successful outcomes in previous roles, especially in a SaaS or media environment.