The Director of Client Services works in a team responsible for achieving sales targets for the Consumer Experience product. In addition to commercial targets, the Director is charged with building strong, long-term relationships with our clients. The Consumer Experience Director will work with multiple functional groups within our wireless carrier clients including marketing, engineering and advertising. The Client Service Director is a valued partner to our clients who are looking to understand how well the wireless network impacts a subscriber’s perception of the client’s service.
Clients use the Consumer Experience data in support of numerous initiatives including:
Optimizing local networks
Prioritizing network investments
Supporting network advertising
Establishing network performance targets
RESPONSIBILITIES:
A Consumer Experience Client Service Director will have a broad set of responsibilities that include:
Develop comprehensive and achievable sales plans for targeted account(s); grow revenue through increased reach and penetration within client organizations, sales of new and incremental products
Proactively identify, qualify, propose and close large, complex deals
Own the relationship with key executive buyers and multiple Director/VP level individuals within client organizations
Lead all aspects of client services activities including training and supporting the Consumer Experience product line
Demonstrate deep understanding of all Nielsen Telecom Practice Group products; discover/qualify new product development/integration opportunities
Lead C-level custom analysis that drives improved decisions and client performance from Nielsen’s data; serve as an internal thought leader around business applications of ‘Consumer Experience’ data
Work effectively with internal teams (i.e. Engineering, Operations, Product Leadership, Client Service teams) to deliver high quality products
Evaluate and understand the impacts of network performance on a client’s overall business performance
Clearly communicates and manages expectations relating to assigned projects.
Negotiates reasonable timelines for projects/client requests and/or realignment of priority tradeoffs as new projects come in.
Identify at a macro and micro level areas of the network where an operator can improve its overall service performance
Minimum BS or BA, 10+ years of work experience in the wireless telecom industry.
A passion for using data to solve business problems
Practical work experience supporting network based products or experience within carrier network organizations or relevant industry role
Ability to match Client business issues to appropriate Nielsen products/solutions.
Detailed understanding of wireless voice and data network technologies including but not limited to LTE, HSPA, WIMAX, UMTS, GSM, CDMA
Experience and ability to use large sets of complex data (“big data”) to deliver concise business recommendations
Experience with data analytics, mapping and/or engineering software – E.G – Actix Analyzer, MapInfo, Tableau etc.
Strong consulting skills in structuring, developing, and delivering executive level client presentations
Work well in an entrepreneurial environment with other highly driven colleagues and possesses a hands-on, roll-up-your-sleeves work ethic
Strong analytical skills and comfort in solving problems that require complex technical or quantitative analysis
Extremely high level of attention to detail
Excellent verbal and written communication skills, including the ability to communicate across the business and technology organizations and present information to clients
Demonstrated ability to work in a fast-paced and multi-tasking environment
Ability to coordinate client service team efforts with other internal stakeholders
Experience applying marketing research to business decision-making a plus
Willingness to travel up to 25-50% of time
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