Global Product Specialist Manager will be responsible for ensuring a team of Global Product Specialists, including support associates at Label Insights, deliver high-quality support to customers across the group. You will be responsible for ensuring the Global Product Specialist team is proactively supporting the customers’ application of the products to optimise usage and increase customer satisfaction to protect renewals.

Key responsibilities: 

• Managing a team of Global Product Specialists ensuring Check-ins are conducted regularly and effectively to support the attainment of goals and optimise performance 
• Embrace and demonstrate the values which support the team culture  
• Monitoring and developing KPIs and SLAs for all products and managing the implementation of quarterly customer reviews conducted by the SMEs
• Measure capacity and deploy resource appropriately
• Facilitate workshops and participate in presentations in conjunction with Business Development as part of the Global GoToMarket process.
• Increasing retention through effective usage of the products and excellent customer satisfaction
• Maximise the customer usage of products through monitoring, measuring and communication
• Ensuring customer product queries are responded to across the appropriate Freshdesk channels and within the specified SLAs
• Develop and monitor the process for on-boarding new customers and develop support material such as Health Scores and scripts for Quarterly reviews
• Measure success through Freshdesk by creating and delivering relevant Freshdesk reports to the Customer Success Manager
• Monitoring workload primarily through Freshdesk Analytics
• Being the first escalation point for any issues highlighted by the team
• Facilitate the development and sharing of product knowledge within the wider Global Product Specialists community and contribute to the Knowledge Base for both customers and the team
• Support and facilitate product training for customers when required
• Work closely with Client Support Managers to develop and implement an automation strategy
• Identifying business improvement areas to support continual product service improvement for your customer base, and working with relevant functions within the Nielsen Brandbank business to ensure these are implemented

Qualifications: 

• A people manager who can foster appropriate values
• Team player who can motivate and develop trusting relationships.
• Excellent listening, negotiation and presentation skills and highly self-motivated.
• Experience in a Customer Service role, ideally in a Business-to-Business environment
• Experience in using a ticketing support platform and Chat, e.g., Freshdesk,
• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction and Success
• Proven ability to develop customer engagement in a product and/or service
• Proven ability to work collaboratively as part of a diverse team, in a fast-paced environment
• Highly organized, driven, with good time management skills and a logical approach
• Able to prioritise workload, and excellent attention to detail
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively
• Professionally presented, articulate and a confident communicator at all levels

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.