Director Customer Success

Company 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

We are presently looking for a Director for our Customer & Partner Success team who is responsible for overseeing all post sales activities as customers move from prospects to users of our products, within an assigned geographical region in addition to partnership activities within that region. Post sales activities include onboarding, product implementations, and ongoing product support for customers throughout their journey with Gracenote. Responsible for successfully leading a team of people who drive adoption, retention, growth, and satisfaction within our existing customer base. Expected to contribute on an ongoing basis on raising the bar in how we work with and for our customers and partners.

Qualifications Responsibilities:

• Lead, develop, and coach team responsible for onboarding, product implementations, and ongoing product support throughout the customer journey.
• Lead and manage the post-sales deployments for large, global accounts. Ensure they meet their project deadlines and success criteria to achieve desired outcomes and maximize value with Gracenote solutions.
• Align to, contribute, and strategize global department processes and procedures.
• Think and act strategically to improve upon how we service our customers.
• Advocate for customer and partners, representing their business needs with peers and upper management.
• Invest in staff development and advancement.
• Oversee all annual and intermittent performance appraisals, reward, coach and counsel staff.
• Manage the portfolio of regional opportunities; maintain up to date statuses, priorities, and risks.
• Visit and/or host clients to strengthen business relationships.
• Interface with other Gracenote product, engineering and content teams necessary to solve complex customer issues.
• Providing various teams with overall health information of the customer base, including indicators to identify at-risk customers. Work to proactively mitigate those risks.
• Develop a deep understanding for processes and some product offerings.
• Regularly engage in cadence meetings, including strategic reviews and operations discussions, to maintain alignment and address customer needs.
• Assist with account planning and collaborate with Commercial to develop a unified team strategy for key accounts.
• Advocate for customers by addressing escalations, coordinating internal communications, and representing the "voice of the customer."
• Coordinate services renewals.
• Maintain a trusted advisor role for customer escalations and provide a white-glove approach to ensure exceptional service.

Requirements:

• Bachelor's Degree in Business, Information Systems or a related field.
• Minimum of 5 years of management experience with a proven record of increased responsibility.
• Minimum of 7 years of experience in customer success, technical account management experience, or a related field - especially within the digital media technology, embedded technology and/or entertainment metadata space.
• Minimum of 5 years of project or program management experience.
• Strong management and leadership skills, with proven ability to develop and manage a highly motivated staff.
• Highly organized and process-focused.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness across multiple teams and solve complex customer issues.
• Excellent presentation skills.
• Ability to build effective work relationships with various levels and departments of both internal and external, influence behaviour, and manage change to achieve successful outcomes.
• Demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations.
• An understanding of product life cycles and project management.
• Growth mindset.
• Strong sense of ownership and follow-through.
• Proven problem-solving skills from both technical and managerial perspectives.
• Attention to detail and a commitment to excellence and high standards.
• Excellent interpersonal and communication skills, both verbal and written.

Nice to have:

• PMP certification or other project management certifications.
• International experience, as is experience working with remote and dispersed international teams.

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you’re unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.