Customer Success Manager I

The Nielsen Company; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

The Nielsen Company is seeking a Customer Success Manager to serve as the primary liaison for Gracenote customers and partners. You will manage escalations, review dashboards, and coordinate quarterly business reviews to ensure satisfaction and drive growth.

Ideal candidates bring strong account-management experience, excellent communication, and the ability to analyze data to inform strategic actions and upsell opportunities.

Qualifications

• Experience in account management with successful customer satisfaction outcomes.
• Excellent verbal and written communication abilities for interacting with customers and internal teams.
• Ability to identify, analyze, and resolve complex issues and propose solutions.

Responsibilities

• Serve as the primary point of contact for assigned customers and partners.
• Conduct regular check-ins and review dashboards/reports with customers.
• Prepare Quarterly Business Review (QBR) presentations with highlights and actions.
• Monitor adherence to SLAs and contractual commitments.
• Coordinate product updates and integrations and maintain customer playbooks.
• Identify upsell opportunities and gather feedback to drive growth.

Skills

Account management

Customer relationship management

Communication skills

Analytical skills

Upsell opportunities

Time management

Tools

Google Suite

Microsoft Office

Job description

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

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

Qualifications

Previous experience working in an account management role demonstrating successful customer satisfaction and relationship management outcomes

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

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