Customer Success Manager – Customer & Partnership Experience

Role Overview

• Serve as the primary point of contact for global customers and partners
• Establish and maintain regular check-ins, including dashboard and report reviews
• Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items
• Monitor and ensure adherence to contractual commitments, including SLAs
• Stay informed and drive engagement around upcoming renewals
• Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunities
• Provide input on overall customer and partner health
• Drive internal improvements to enhance the customer/partner experience
• Handle quality escalations and issues unresolved through standard Customer Care processes, collaborating with internal departments to ensure timely resolution and preventive measures
• Initiate and monitor action plans for identified quality trends and provide regular progress updates to customers/partners
• Coordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals
• Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
• Coordinate setup of non-standard customer reports and dashboards as needed
• Work with management to design and implement key performance indicators (KPIs) for assigned segment
• Review key performance indicators (KPIs) regularly with customers/partners
• Communicate essential details to customers/partners about product retirements and replacement solutions
• Ensure customer readiness for new product features integration
• Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed)
• Manage customer/partner deliveries and communication for limited release products
• Create and maintain customer and partner-specific playbooks

Requirements

• 3+ years of experience working in a global account management role
• 2+ years of experience working with global accounts in the M&E space; specifically with Broadcasters, Studios and Distributors
• 2+ years of implementation experience with top global customers
• Ability to work daytime hours for the regions of the customers to be supported
• Excellent verbal and written communication abilities for interacting with customers, partners, and internal teams
• Ability to identify, analyze, and resolve complex issues and find mutually beneficial solutions
• Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders
• Presentation skills
• Strong attention to detail
• Ability to prioritize tasks and manage multiple responsibilities efficiently
• Flexibility to handle various customer needs and changing product landscapes
• Experience driving solutions and identifying upsell opportunities, a plus
• Proficiency in creating and maintaining documentation
• Experience guiding customers and partners through complex changes
• Data analysis experience, including the ability to design, interpret and present data
• Expertise with business software/applications
• Google Suite, Microsoft Office Suite
• Ability to travel as needed to customer locations/trade shows

Benefits

• Comprehensive health and wellness plans
• 401(k) with a Nielsen company match
• Generous paid time off
• Company-provided vehicle (depending on the role)
• Discretionary incentive/bonus eligibility