Company Description

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.

Job Description

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 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

Qualifications

• 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

Additional Information

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.