Technical Account Manager(Customer Success)

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.

JOB DESCRIPTION

We are presently looking for a Technical Account Manager to oversee the implementation of Gracenote solutions to our customers, as well as provide day-to-day technical account management for key customers. These activities require working with internal cross-functional technical and product groups and external customer business and engineering teams to drive successful delivery of customer engagements. 

In this role you will be

• Involved in the full customer lifecycle, spanning across different strategic client use cases/intents, with a goal to make Gracenote’s customers successful and increase revenue and retention.
• Contributing to Lead generation as a key success metric
• Owning delivery of video, music and sports solutions to Gracenote customers.
• The interface with the product delivery and engineering teams of our customers.
• Managing communication in various project phases, including leading escalations/RCAs.
• The primary technical post-sales contact for key customers.
• Triaging and managing status of all assigned customer issues.
• The interface with other Gracenote product, engineering and content teams necessary to solve complex customer issues.
• Owning RFX, cross sell and upsell activities, in addition to leading pre-sales for prospects
• Providing various teams with overall health information of the customer base, including indicators to identify at-risk customers, including thorough use of the company’s online sales management tools.
• Maintaining an excellent technical product knowledge on Gracenote’s product portfolio.
• Follow through with customers on NPS 
• May require working in EU business hours, in a hybrid model

For this role we are looking for Individuals who have

• B.S. in Business, Information Systems, Computer Science, related field or equivalent work experience.
• 5 years or more of relevant technical account management experience or the equivalent
• Worked with significant revenue retention for global customers in the SaaS space
• Demonstrated leadership, communications, project management, organizational and problem solving skills.
• Strong sense of ownership and follow-through.
• Demonstrated ability in risk management and problem anticipation.
• Proficiency on working with structured data (including XML), Web-based APIs and Product Demonstration Kits (PDKs), etc.
• Project Management background or PMP certification is a plus.
• Video and/or entertainment background (would be an advantage).
• Attention to detail and a commitment to excellence and high standards.
• Proficiency in German and French is a plus.
• Excellent written and oral communication skills in relevant languages.
• Occasional travel to client sites, conventions, training locations, etc. as required 

ABOUT NIELSEN

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms—from TV Classification Analyst podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth. Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action

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