Customer Success Manager - Advertising

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.

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Gracenote is the top provider of entertainment information, creating industry-leading databases of TV, films, music, and sports metadata. Our technology serves billions of requests daily to hundreds of millions of devices around the world. Our customers include innovators like Apple, Universal, Google, Netflix, Hulu, as well as the top consumer electronics and cable companies throughout the US and the world. Simply put, data provides you with an opportunity to impact the evolution of the entire entertainment industry.

We are presently looking for a Customer Success Manager- Advertising, to join our team.

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.

Responsibilities:

• 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

• 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

• 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 

Qualifications:

• 5+ years of experience working with Publishers in Ad-Tech or related field

• 7+ years of experience working  with customers or partners in an account manager role, demonstrating successful customer satisfaction and relationship management outcomes

• Ability to work daytime hours for the regions of the customers to be supported

• Excellent English language verbal and written communication skills

• 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

• 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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Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance. A reasonable estimate of salary range for a new employee to be offered this role would be between $51,000- $192,000, which would be adjusted based on each employee's geographic location.  The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.  Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

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