Role:
As the primary point of contact for assigned customers and partners, this role involves relationship management with technical know-how. 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.
Responsibilities:
Serve as the primary point of contact for top tier global Gracenote customers and partners
Follow a cadence with clients, 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 and NPS
Drive internal 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 visibility to management on overall customer and partner health
Strict adherence to adopt tools defined to track customer adoption, usage, health and other relevant metrics
Drive internal improvements to enhance the customer/partner experience
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
Coordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals.
Manage copyright infringement escalations
Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
Coordinate setup of non-standard customer reports and dashboards as needed
Work with management to design and implement key performance indicators (KPIs) for assigned segment
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
Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed)
Coordinate setup and delivery of new metadata for customers (new license deals) or partnership deals
Manage customer/partner deliveries and communication for limited release products
Create Product Inquiry tickets and coordinate customer responses
Create and maintain customer and partner-specific playbooks
7+ years of experience working in a global technical account management role demonstrating successful customer satisfaction and relationship management outcomes
3+ years of experience working with global accounts in the Media & Entertainment space; specifically with Platforms, Consumer Electronics, Pay TV or Publishers
4+ years of technical implementation experience with top global customers and partners
4+ years of hands on experience driving solutions and identifying upsell and cross-sell opportunities
Ability to work daytime hours for the regions of assigned global customers
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
Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders
Expert-level presentation skills
Support the Customer & Partnerships Success team with internal Crisis Management, as needed
Ability to prioritize tasks and manage multiple responsibilities efficiently and independently
Flexibility to handle various customer needs and changing product landscapes
Proficiency in creating and maintaining documentation
Experience guiding customers and partners through complex changes
Data analysis experience, including the ability to design, interpret and present data
Ability to travel as needed to customer locations/trade shows
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