Customer Success Manager II

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:

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 partners

• Follow a cadence with clients, 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 and NPS

• Drive 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 opportunities

• Provide visibility to management on overall customer and partner health

• Strict adherence to adopt tools defined to track customer adoption, usage, health and other relevant metrics

• 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. 

• Manage copyright infringement escalations

• 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)

• Coordinate setup and delivery of new metadata for customers (new license deals) or partnership deals

• Manage customer/partner deliveries and communication for limited release products

• Create Product Inquiry tickets and coordinate customer responses

• Create and maintain customer and partner-specific playbooks

• 7+ years of experience working in a global technical account management role demonstrating successful customer satisfaction and relationship management outcomes

• 3+ years of experience working with global accounts in the Media & Entertainment space; specifically with Platforms, Consumer Electronics, Pay TV or Publishers

• 4+ years of technical implementation experience with top global customers and partners

• 4+ years of hands on experience driving solutions and identifying upsell and cross-sell opportunities

• Ability 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 solutions

• Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders

• Expert-level presentation skills

• Support the Customer & Partnerships Success team with internal Crisis Management, as needed

• Ability to prioritize tasks and manage multiple responsibilities efficiently and independently

• Flexibility to handle various customer needs and changing product landscapes

• 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

• Ability to travel as needed to customer locations/trade shows

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