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Job DescriptionAs the primary point of contact for assigned customers and partners within Gracenote, this role involves comprehensive relationship management. 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.
As a Customer Success Manager you will:
Serve as the primary point of contact for assigned 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
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
Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
Coordinate setup of non-standard customer reports and dashboards as needed
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
Create Product Inquiry tickets and coordinate customer responses
Create and maintain customer and partner-specific playbooks
Previous experience working in an account management role demonstrating successful customer satisfaction and relationship management outcomes
Fluent English
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
Solid 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 recommending solutions and identifying upsell opportunities, a plus
Proficiency in creating and maintaining documentation
Experience guiding customers and partners through changes
Data analysis experience, including the ability to interpret and present data
Working knowledge of business software/applications - Google Suite, Microsoft Office Suite
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Skills Required
- Previous account management experience demonstrating successful customer satisfaction and relationship management outcomes
- Fluent English
- Excellent verbal and written communication skills
- Ability to identify, analyze, and resolve complex issues
- Strong presentation skills
- Strong attention to detail
- Ability to prioritize tasks and manage multiple responsibilities
- Flexibility to handle changing customer needs and product landscapes
- Experience recommending solutions and identifying upsell opportunities
- Proficiency creating and maintaining documentation
- Experience guiding customers and partners through changes
- Data analysis experience, including interpreting and presenting data
- Working knowledge of Google Suite and Microsoft Office Suite
Nielsen Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nielsen and has not been reviewed or approved by Nielsen.
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Parental & Family Support — Paid parental leave is described as generous for all parents, with birthing parents receiving substantially longer time, and the program is complemented by adoption, fertility, and surrogacy support. Employer-verified entries and company communications consistently highlight family benefits as a standout.
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Leave & Time Off Breadth — Paid time off is considered solid, with some teams using flexible or unlimited PTO models and additional offerings like paid volunteer time. These time-away policies often contribute meaningfully to work-life balance.
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Wellbeing & Lifestyle Benefits — Smart Work flexibility, an Employee Assistance Program, and broader well-being initiatives are emphasized as part of a holistic package. These elements are frequently cited as strengths that enhance day-to-day experience.
Nielsen Insights
What We Do
For over 100 years, Nielsen has been a global leader in audience measurement, data and analytics, shaping the future of media. Measuring behavior across all channels and platforms to discover what audiences love, we empower our clients with trusted intelligence that fuels action. As the global media industry continues to evolve, Nielsen will be at the forefront of delivering audience insights that empower marketers and content developers, and ultimately help connect consumers to what matters most to them. We will be guided by our values of inclusion, courage and growth; and we will continue to innovate our products and technology while investing in our talent to drive sustainable and scalable long-term growth.
Why Work With Us
At Nielsen, we have big dreams and aspirations, all of which are achievable if we work as a team. Our culture helps us come together and clarifies how we work together to achieve these goals
