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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