Customer Success Manager - Gracenote Customer & Partnership Experience

Nielsen is committed to powering a better media future through valuable insights that drive client decisions. The Customer Success Manager serves as the primary point of contact for assigned customers, focusing on relationship management, upsell opportunities, and ensuring customer satisfaction while driving business growth.

Responsibilities:

• 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 demonstrating successful customer satisfaction and relationship management outcomes
• 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