Director, Customer Success – Gracenote Division

🔥 13 hours ago

🇲🇽 Mexico – Remote

💵 $115.5k - $214.5k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Nielsen

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1923

📱 Media

📣 Marketing

💰 Post-IPO Debt on 2023-02

Media • Data Analytics • Marketing

Nielsen is a global measurement and data analytics company that provides audience measurement and media metrics solutions across various platforms. They offer cross-media measurement services spanning TV, digital, streaming, and audio for more precise media planning and marketing optimization. Nielsen's flagship product, Nielsen ONE, integrates these services to deliver a comprehensive view of audience habits and preferences. Additionally, they offer insights and tools for understanding consumer behavior and optimizing marketing strategies, backed by a robust data infrastructure including big data and panel methodologies. Nielsen also champions diversity and inclusion, emphasizing a culture supported by a diverse workforce and numerous business resource groups.

📋 Description

• Serve as the primary strategic partner for a top-tier global account • Lead, mentor, develop, and empower a team of enterprise Customer Success Managers • Drive product adoption, net revenue retention, and strategic account growth • Collaborate with Customer Success leadership to establish best practices and continuous improvement initiatives • Mitigate churn and identify expansion opportunities • Execute Joint Business Plans and Quarterly Business Reviews • Cultivate senior-level customer relationships through stakeholder mapping and executive engagement • Manage renewal cycles and monitor client health and risk • Partner with Sales on multi-year strategic client plans • Lead internal meetings and facilitate account reviews • Manage RFPs, RFIs, SOWs, and proposal responses • Maintain client-specific playbooks and ensure adherence to contractual commitments and SLAs • Design and implement KPIs for the assigned client segment • Create QBR presentations and document action items • Drive 90%+ feature adoption and manage readiness for product releases • Gather stakeholder feedback to influence the product roadmap • Resolve quality escalations and support Root Cause Analyses for high-severity issues • Address quality trends with structured action plans and updates to leadership and cross-functional partners • Manage product lifecycles, including retirements, replacements, and limited releases

🎯 Requirements

• 7+ years of global account management experience • Relevant media and technology experience • 3+ years in leadership • Exceptional verbal and written communication skills in English • Relevant local languages where required • Expert-level presentation capabilities • Proven analytical skills, including designing, interpreting, and presenting data-driven solutions • Strong project management, problem-solving, and organizational skills • Ability to manage complex deadlines and stakeholder needs • Proficiency in documentation and change management • Ability to identify upsell opportunities • Flexibility to work regional hours • Ability to travel to client locations and trade shows as needed

🏖️ Benefits

• Comprehensive health and wellness plans • 401(k) with a Nielsen company match • Generous paid time off policy • Company-provided vehicle (depending on the role) • Discretionary incentive/bonus eligibility (depending on the role) • Potential eligibility for bonuses, equity, or other incentives