Client Solution Architect

Subang Jaya, Selangor
Tetap
Sepenuh masa

17 hari lepas

Job DescriptionActs as the liaison between the clients, commercials, and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters, without sales activities, as well as builds operational trust in the data and its quality. This role is a client-facing role.Responsibilities

Ensure regular execution of the BAU deliverables maintenance and delivery to clients
Communicate to client in case of BAU delivery encounters: delay (limited scope), rework, as well as align with CS on prioritization
Coordinate with BAU on post-production and pre-delivery checks for clients
Act upon the incident management process according to the formalized process and RACI
Responsible for quality assurance & resolution of operational escalations - working with Customer Support (which is Accountable / SPOC for client) & Data Operations
Attend, contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-related face-to-face meetings with client - in alignment with Customer Support
Attend and contribute to internal meetings eg. regular CHT, QEM incl. clarification of root causes, etc., and escalations/wellness-related incl. improvement plans preparation
Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication, discussing technical questions around process, technical possibilities, recommend effective solutions, define delivery targets and communicate progress, risk, status reporting, etc.
Drive design of operational solutions with the internal and external clients incl. identifying client's needs and translating them into technical specifications in consideration of technical capabilities and limitations

Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their databases that results in driving revenue and enabling simpler, more enduring and cost-efficient database production for NIQ
Prepare and communicate impact analysis on syndicated data at country or category level
Capture and share lessons learned related to solved issues
Identify gaps and areas for improvement in the process
Contribute to resolving elements of regional & global clients' queries via collaboration with other countries
Accountable for E2E timely and accurate resolution of operational client requests and issues, incl. direct client communication for:

Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility studies
Product Coding
Data Quality Issues excl. Coverage & Unusual Trends
Support in resolution of other operational client queries, with communication back to Customer Support team for:

Data and Methodology Questions
Unusual Trends & Coverage (part of Data Quality Issues)
Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow - being the only gate way for Commercial teams to Data Ops departments
Responsible for ensuring SLA & service standards - for query types Operations Client Partner is responsible for
Operational client requests and issues resolution include among others also DDM
Use available operational tools to perform all necessary verifications and investigations:

Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MSDynamics

Qualifications

Bachelor's Degree or equivalent experience
Combination of operational skills and client orientation, demonstrates willingness to understand operational “end-to-end” processes and able to translate business expectations into technical specifications
Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification
Good understanding of the local FMCG industry
Good relationship management skills to effectively liaise with commercial, clients and various operational teams
Well-developed analytical skills and very good attention to details
Proactive attitude in recommending suitable solutions, demonstrates a “Can-Do” & results-oriented attitude
Independent in executing tasks, driving progress and working out solutions
Ability to work effectively in a team to achieve goals together
Problem solving skills
Time management skills
Strong communication, both verbal and written, easiness in presenting complex operational topics in a simple way
Good Excel knowledge is a must

Additional InformationOur Benefits

Flexible working environment
Volunteer time off
LinkedIn Learning
Employee-Assistance-Program (EAP)

About NIQNIQ 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.For more information, visit NIQ.comWant to keep up with our latest updates?Follow us on: | | |Our commitment to Diversity, Equity, and InclusionNIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center:

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