Service and Support Manager

02 Jun 2017
30 Jun 2017
A.C. Nielsen Company Ltd
Business Sector
Non Food & Drink
Full Time
Contract Type
Are you tech savvy with a natural skill for problem solving and providing excellent customer service? Do you have sound commercial judgment? Are you keen to succeed in a dynamic, professional environment?

Nielsen Book, a global leader in book metadata and supply chain solutions, has an exciting full-time opportunity to join a highly skilled and diverse Service and Support team. Our focus is on delivering excellent customer service levels to meet ever growing client demand.


You will be responsible for the development of the service and support infrastructure that underpins the Discovery and Commerce Solutions business in existing and emerging markets. The purpose is to ensure the delivery of proactive and consistent high quality technical, operational and commercial support to clients. Additionally, you will ensure that revenue and renewal targets are achieved for designated growth accounts through effective account management. Strategic vision will be required to develop a newly formed team.

Reports to the Global Managing Director, Discovery and Commerce Solutions, with four direct reports. You will also play a critical role in supporting the Sales Director, the Head of Professional Services and the Commercial Operations Manager.

The role demands a significant amount of interaction with Service and Support colleagues as well as client account managers in the wider business.


Create a flexible structure to provide optimum levels of remote and on site support, potentially across different time zones.
��� Creation of a team development plan, identifying training needs and strengths that the business can leverage.
��� Focus on succession planning. Look at the wider Nielsen Book team as well as outside the organisation.
��� Promote an environment that encourages knowledge sharing and the development of subject matter experts.
��� Undertake site visits to clients and Nielsen offices as required.

Manage several hundred growth accounts across the Discovery and Commerce Solutions product range.
��� Work with the wider commercial team to identify new sales and upsell opportunities.
��� Define the commercial model for monetising aspects of technical support. Trial, refine and implement this model.
��� Have joint responsibility for the achievement of the overall business revenue target.

Provide first and second line technical and operational support.
��� As the portfolio of products develops, ensure that team capabilities evolve.
��� Where reactive support is provided, ensure that it is timely and of a high standard.
��� Determine a plan of action to mitigate recurring issues.
��� Be proficient in software testing.
��� Contribute to the specification and delivery of client solutions.
��� Create and maintain technical documentation.
��� Liaise with Nielsen back office and offshore teams where required.
��� Take operational control for specific third party relationships.
��� Keep up to date on industry news and developments in the book supply chain.

��� Relevant University degree or appropriate business experience
��� Experience in a sales and service environment
��� Proven team management and strong leadership competencies
��� Sound commercial judgement, business acumen and technical knowledge
��� Strong analytical mind and numerical skills
��� Experience in the achievement of ambitious revenue and renewal targets
��� Good organisational skills
��� Very good interpersonal skills
��� Knowledge of the relevant markets would be an advantage
��� Personal drive and motivation
��� Results oriented
��� Ability to travel