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As the primary strategic point of contact for an assigned top client, this high-impact role involves comprehensive, senior-level relationship management and is dedicated to driving net revenue retention (NRR) and strategic growth within this key account. The position requires proactive communication, advanced quality management, and strategic oversight, with a core focus on  the execution of a multi-year strategic plan. Key responsibilities include identifying and mapping all key decision-makers, handling critical escalations, and ensuring high product adoption. This role demands a blend of expert customer service, deep industry expertise, and strategic thinking to ensure the singular client's long-term success and to maximize business growth.

Customer Success Manager you will focus on:

Retention & Growth of Existing Accounts

• Targeting a Net Revenue Retention (NRR) rate of 115%+ for the assigned Superserve customer, focusing on preventing churn and identifying high-potential upsell/cross-sell opportunities.

• Identify and map all key decision-makers and influencers within the assigned account, achieving a minimum of Quarterly Engagement with Senior-Level Executives.

• Stay informed and drive engagement around upcoming renewals.

• Gather valuable feedback on the client's strategic goals and recommend solutions for their use cases, with a strong focus on upsell opportunities.

• Provide input on the overall client's health and risk profile.

Strategic & Operational Rigor

• Partner with the commercial lead (“Superserve Global Account Lead”) to ensure a multi-year strategic plan is in place for the client, regularly reviewed, and communicated internally and externally.

• Facilitate  monthly internal customer meetings (at minimum) focused on operational excellence and high-priority initiatives.

• Conduct senior-level internal and external account reviews.

• Coordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals specific to this client.

• Conduct Quarterly Strategic Business Reviews (QBRs) with 100% of decision-makers and key stakeholders to map existing Gracenote usage and discuss future opportunities, documenting highlights and action items.

• Partner with Sales to plan and execute the expansion strategy, overseeing internal efforts that will result in the initiation of new region-specific projects or product rollouts.

• Create and maintain a client-specific playbook.

Product Adoption & Quality Management

• Drive an average Adoption Rate of 90+% for entitled product features.

• Secure high-quality feedback sessions with product managers or key stakeholders at least 2x per year to inform the product roadmap.

• Handle any 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 the client.

• Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed).

• Communicate essential details to the client about product retirements and replacement solutions.

• Ensure client readiness for new product features integration.

• Manage client deliveries and communication for limited release products.

• Create Product Inquiry tickets and coordinate client responses.

The Role Also Requires That You

• Serve as the primary point of contact for a singular top tier, global client.

• Establish and maintain regular check-ins, including dashboard and report reviews.

• Monitor and ensure adherence to contractual commitments, including SLAs.

• Work with management to design and implement key performance indicators (KPIs) for the assigned client segment.

• Review key performance indicators (KPIs) regularly with the client.

• Identify the client to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports.

• Coordinate setup of non-standard client reports and dashboards as needed.

• Coordinate setup and delivery of new metadata for the client (new license deals) or partnership deals.

• Drive internal improvements to enhance the client experience.

For this role, we are looking for Individuals who have:

• 7+ years of experience working in a global account management role demonstrating successful customer satisfaction and relationship management outcomes.

• 5+ years of experience working with global accounts in the M&E space; specifically with Platforms/CE, Pay TV, or Publishers.

• 5+ years of leadership experience.

• 5+ years of technical implementation experience with top global customers and partners.

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

• Excellent English language verbal and written communication skills (AND for select regions: Brazil-Portuguese and Latam-Spanish).

• Excellent verbal and written communication abilities for interacting with the client 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.

• Strong attention to detail.

• Ability to prioritize tasks and manage multiple responsibilities efficiently.

• Flexibility to handle various client needs and changing product landscapes.

• Experience driving solutions and identifying upsell opportunities, a plus.

• Proficiency in creating and maintaining documentation.

• Experience guiding clients through complex changes.

• Data analysis experience, including the ability to design, interpret, and present data.

• Ability to travel as needed to client locations/trade shows.

Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, 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 estimated salary range for a new employee has been provided. It 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 makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.

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