Nielsen India · Mumbai
Customer SupportCustomer Support & Implementation (Post Sales)Full-time
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.
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
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
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