Job Customer Success Manager II, Macquarie Park

Job Description

Role Overview:

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 in Australia.

The Customer Support Team provides first-level, post-sales technical support for Nielsen's Australian agency and publisher clients, as well as some international clients. The team is responsible for managing client queries, troubleshooting technical issues, and providing general technical assistance.

This role requires close collaboration with the Commercial Team, Product Leadership, Operations, Level 2 and Development teams. The ideal candidate will be highly organised, adept at managing multiple client priorities, and committed to maintaining the benchmark of industry-leading service across our entire product range. We are looking for an articulate, autonomous, and positive professional with exceptional communication skills and a proven ability to work collaboratively across teams. Experience in client service technical support, particularly within the media industry, is highly valued.

Responsibilities:

• Provide comprehensive support and assistance for product usage.
• Manage software installations and provide technical support as needed.
• Conduct thorough investigation and troubleshooting of client issues.
• Manage the lifecycle of software bugs, enhancements, and reported issues.
• Serve as the key liaison with technical staff (both client and Nielsen).
• Data processing.
• Ensure internal systems and procedures meet the highest quality standards, and that all required documentation is current and maintained.