Customer Success Manager

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Summary

Gracenote, a Nielsen company, leads the entertainment world with cutting-edge data and technology.

As 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 global top and tier 1 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

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

Previous experience working in an account management role demonstrating successful customer satisfaction and relationship management outcomes

Fluent English and Italian language, Fluent Spanish is an advantage

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

Ability to travel as needed to customer locations/trade shows

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