Customer Success Manager II

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Role

Job Description

As the primary point of contact for assigned customers and partners, this role involves relationship management with technical know-how. The position requires proactive communication, troubleshooting, and quality management, while also focusing on upsell opportunities and customer health. Key responsibilities include handling escalations, developing action plans, managing reports and dashboards, coordinating product updates and integrations, and maintaining customer-specific playbooks. This role demands a blend of customer service, industry expertise, and strategic thinking to ensure customer satisfaction and to drive business growth.

Responsibilities

Serve as the primary point of contact for top tier global Gracenote customers and partnersFollow a cadence with clients, including dashboard and report reviewsCreate and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items.Monitor and ensure adherence to contractual commitments, including SLAs and NPSDrive internal engagement around upcoming renewals Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunitiesProvide visibility to management on overall customer and partner healthStrict adherence to adopt tools defined to track customer adoption, usage, health and other relevant metricsDrive internal improvements to enhance the customer/partner experienceHandle 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/partnersCoordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals. Manage copyright infringement escalationsIdentify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage ReportsCoordinate setup of non-standard customer reports and dashboards as neededWork with management to design and implement key performance indicators (KPIs) for assigned segmentReview key performance indicators (KPIs) regularly with customers/partnersCommunicate essential details to customers/partners about product retirements and replacement solutionsEnsure customer readiness for new product features integrationCoordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed)Coordinate setup and delivery of new metadata for customers (new license deals) or partnership dealsManage customer/partner deliveries and communication for limited release productsCreate Product Inquiry tickets and coordinate customer responsesCreate and maintain customer and partner-specific playbooks

Qualifications

7+ years of experience working in a global technical account management role demonstrating successful customer satisfaction and relationship management outcomes3+ years of experience working with global accounts in the Media & Entertainment space; specifically with Platforms, Consumer Electronics, Pay TV or Publishers4+ years of technical implementation experience with top global customers and partners4+ years of hands on experience driving solutions and identifying upsell and cross-sell opportunitiesAbility to work daytime hours for the regions of assigned global customers 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 solutionsProject management experience, including skills to coordinate multiple tasks, deadlines, and stakeholdersExpert-level presentation skillsSupport the Customer & Partnerships Success team with internal Crisis Management, as neededAbility to prioritize tasks and manage multiple responsibilities efficiently and independentlyFlexibility to handle various customer needs and changing product landscapesProficiency in creating and maintaining documentationExperience guiding customers and partners through complex changesData analysis experience, including the ability to design, interpret and present dataAbility to travel as needed to customer locations/trade shows

Additional Information

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