Account Manager

As Account Manager on our Financial Services team, you will be at the cutting edge of the alternative data space involved in all aspects of account management and customer success, including customer support, onboarding and training, and managing customer relationships. You will work closely with our sales, data engineering, and product teams to ensure our customers' needs are met. Your mission is to ensure our clients derive value from their relationship with NielsenIQ and that they become passionate champions of our brand. Our team is co-located and agile, with central hubs in New York, Chicago, and Toronto.,

• Provide outstanding customer support to and oversee the day-to-day operations of your book of business, which will be comprised of global financial institutions.


• Gain an understanding of our data and market research products to effectively diagnose, analyze, troubleshoot, and escalate customer questions and issues, serving as a subject matter expert on our products and services.


• Develop a strong understanding of your clients' priorities, goals, and product uses cases.


• Develop and deepen client relationships.


• Provide proactive communication to customers in a way that demonstrates empathy and commitment to resolving their reported issues or questions.


• Participate in customer-facing calls to communicate project updates, action plans, and resolution details.


• Ensure proper, timely follow-up to maintain a high level of customer service.


• Provide client onboarding support and continued education/training.


• Serve as a client advocate while staying aligned with our internal goals, working cross-departmentally and clearly communicating client feedback internally to ensure high service levels, quality, and customer satisfaction.
  
  Bachelor's degree or equivalent experience required


• 2-5 years' relevant experience in a customer support role at a SaaS company, market research company, financial services firm, or a similar background, supporting a client base.


comprised of large, global organizations in a fast-paced environment

• An understanding of financial markets and technology and/or an understanding of market research tools and products


• Experience communicating with senior level executives.


• Strong business and technical acumen, with an understanding of value drivers in recurring revenue business models


• Experience working across internal teams to help resolve client issues.


• Possess excellent verbal, written, and presentation skills, with the ability to communicate clearly and effectively both externally and internally.


• Results-oriented with a history of setting and attending goals to meet aggressive timelines.


• Ability to take ownership and drive customer issues to resolution.


• Nice to haves:


• Experience with Jira


• Experience with project management


About you:

• Customer success and customer experienced focused


• Process-oriented with strong analytical and organizational skills


• Highly motivated and someone who takes initiative


• Ability to work independently, as part of a team, and with other teams


• An empathetic listener


• A critical thinker who can look at problems and find solutions holistically
  
  NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights-delivered with advanced analytics through state-of-the-art platforms-NIQ delivers the Full View . NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.