Customer Success Manager – Customer & Partnership Experience

Job Description

Assume the role of the main contact for global customers and partners. Establish and maintain consistent communication through regular check-ins, which include reviews of dashboards and reports. Develop and present Quarterly Business Review (QBR) presentations, which will highlight important information and action items. Monitor adherence to contractual obligations, specifically SLAs. Maintain awareness of upcoming renewals and drive engagement. Collect customer and partner feedback on their strategic objectives and recommend solutions for their use cases, with a focus on identifying opportunities for upselling. Provide insights on the overall health of customers and partners. Promote internal enhancements to improve customer and partner experiences. Manage quality escalations and issues that standard Customer Care processes cannot resolve; collaborate with internal departments to ensure timely resolution and preventative actions. Start and track action plans for identified quality trends and provide customers and partners with regular progress updates. Organize data and information to respond to and draft RFP/RFIs/SOWs and other inquiries and proposals for new customer opportunities. Select customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports. Coordinate the setup of non-standard customer reports and dashboards as necessary. Collaborate with management to create and implement key performance indicators (KPIs) for the assigned segment. Conduct regular KPI reviews with customers and partners. Share key details with customers and partners regarding product retirements and replacement solutions. Ensure customers are prepared for new product feature integrations. Coordinate and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends as needed. Manage customer and partner deliveries and communication for limited release products. Develop and maintain customer and partner-specific playbooks.

Qualifications

1. 3+ years of experience in a global account management role, demonstrating successful customer satisfaction and relationship management. 2. 2+ years of experience working with global accounts in the M&E space, specifically with Broadcasters, Studios, and Distributors. 3. 2+ years of implementation experience with top global customers. 4. Ability to work daytime hours for the regions of the customers supported. 5. Excellent verbal and written communication skills for interacting with customers, partners, and internal teams. 6. Ability to identify, analyze, and resolve complex issues and find mutually beneficial solutions. 7. Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders. 8. Presentation skills. 9. Strong attention to detail. 10. Ability to prioritize tasks and manage multiple responsibilities efficiently. 11. Flexibility to handle various customer needs and changing product landscapes. 12. Experience driving solutions and identifying upsell opportunities is a plus. 13. Proficiency in creating and maintaining documentation. 14. Experience guiding customers and partners through complex changes. 15. Data analysis experience, including the ability to design, interpret, and present data. 16. Expertise with business software/applications, such as Google Suite and Microsoft Office Suite. 17. Ability to travel as needed to customer locations/trade shows.

Benefits

- Comprehensive health and wellness plans. - A 401(k) with a Nielsen company match. - A generous paid time off policy. - A company-provided vehicle and/or discretionary incentive/bonus eligibility (depending on the role).