Customer Success Manager - Gracenote Customer & Partnership Experience position at Nielsen.| United States

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Nielsen Customer Success Manager - Gracenote Customer & Partnership Experience

Experience: 3-years

Pattern: Full-time

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Remote, New Yo..........United States

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Job DescriptionAbout GracenoteGracenote is an entertainment data and technology provider powering the world’s top music services, automakers, cable and satellite operators, and consumer electronics companies. At its core, Gracenote helps people find, discover and connect with the entertainment they love. Daily, Gracenote processes 35 billion rows of data and is quickly becoming a world-leader in return path “big data.” Over the past 3 years, the company has grown to more than 2000 employees in 17 countries, including over 600 of the world’s top engineers with a passion for music, video, sports, and entertainment technology. Founded in 1998, Gracenote is one of America’s most iconic and respected media companies. 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 playbooks

Customer Success Manager - Gracenote Customer & Partnership Experience job opportunity at Nielsen.

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