Customer Success Manager - Gracenote Customer & Partnership Experience

Company Description: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 futureJob Description:As the primary point of contact for assigned customers and partners, 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.Customer Success Manager you will:Serve as the primary point of contact for global customers and partnersEstablish and maintain regular check-ins, 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 SLAsStay 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 opportunitiesProvide input on overall customer and partner healthDrive 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. Identify 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)Manage customer/partner deliveries and communication for limited release productsCreate and maintain customer and partner-specific playbooksQualifications:3+ years of experience working in a global account management role demonstrating successful customer satisfaction and relationship management outcomes2+ 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 customersAbility to work daytime hours for the regions of the customers to be supportedExcellent 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 stakeholdersPresentation skillsStrong attention to detailAbility to prioritize tasks and manage multiple responsibilities efficientlyFlexibility to handle various customer needs and changing product landscapesExperience driving solutions and identifying upsell opportunities, a plusProficiency in creating and maintaining documentationExperience guiding customers and partners through complex changesData analysis experience, including the ability to design,  interpret and present dataExpertise with business software/applications - Google Suite, Microsoft Office SuiteAbility to travel as needed to customer locations/trade showsAdditional Information:Enabling your best to power a better media future.Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.Compensation Transparency: The posted base salary range is a reasonable estimate that  may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives.
Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.