Technical Account Manager(Customer Success)

About Nielsen

Nielsen is the arbiter of truth in the media industry, providing unbiased data on viewer habits across various platforms. By joining Nielsen, you can contribute to moving the industry forward with your ideas and expertise. The company values innovation and encourages employees to share their insights to drive growth. As a Technical Account Manager at Nielsen, you will be responsible for overseeing the implementation of Gracenote solutions for customers and providing day‑to‑day technical account management for key clients. Your role will involve collaborating with internal cross‑functional technical and product teams as well as external customer business and engineering teams to ensure the successful delivery of customer engagements.

Key Responsibilities

• Engage in the full customer lifecycle, addressing various strategic client use cases to drive customer success, revenue growth, and retention.
• Contribute to lead generation efforts as a key success metric.
• Manage the delivery of video, music, and sports solutions to Gracenote customers.
• Serve as the main technical post‑sales contact for key clients.
• Handle communication in different project phases, including leading escalations and RCAs.
• Coordinate with product delivery and engineering teams of customers.
• Triaging and managing the status of all assigned customer issues.
• Collaborate with other Gracenote product, engineering, and content teams to resolve complex customer issues.
• Lead RFX, cross‑sell, and upsell activities, as well as participate in pre‑sales for prospects.
• Provide teams with insights into the overall health of the customer base, identifying at‑risk customers.
• Maintain a strong technical product knowledge of Gracenote’s product portfolio.
• Follow up with customers on NPS surveys.
• May require working in EU business hours in a hybrid model.

Qualifications Required

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent work experience.
• 5+ years of relevant technical account management experience or equivalent.
• Experience with significant revenue retention for global customers in the SaaS space.
• Demonstrated leadership, communication, project management, organizational, and problem‑solving skills.
• Strong sense of ownership, follow‑through, and risk management abilities.
• Proficiency in working with structured data, Web‑based APIs, and Product Demonstration Kits (PDKs).
• Background in project management or PMP certification is a plus.
• Knowledge of video and/or entertainment industry is advantageous.
• Attention to detail, commitment to excellence, and high standards.
• Proficiency in German and French languages is a plus.
• Excellent written and oral communication skills in relevant languages.
• Willingness to travel occasionally to client sites, conventions, training locations, etc.

Company Overview (Repeated)

Nielsen is the arbiter of truth in the media industry, providing unbiased data on viewer habits across various platforms. By joining Nielsen, you can contribute to moving the industry forward with your ideas and expertise. The company values innovation and encourages employees to share their insights to drive growth. As a Technical Account Manager at Nielsen, you will be responsible for overseeing the implementation of Gracenote solutions for customers and providing day‑to‑day technical account management for key clients. Your role will involve collaborating with internal cross‑functional technical and product teams as well as external customer business and engineering teams to ensure the successful delivery of customer engagements.

Key Responsibilities (Repeated)

• Engage in the full customer lifecycle, addressing various strategic client use cases to drive customer success, revenue growth, and retention.
• Contribute to lead generation efforts as a key success metric.
• Manage the delivery of video, music, and sports solutions to Gracenote customers.
• Serve as the main technical post‑sales contact for key clients.
• Handle communication in different project phases, including leading escalations and RCAs.
• Coordinate with product delivery and engineering teams of customers.
• Triaging and managing the status of all assigned customer issues.
• Collaborate with other Gracenote product, engineering, and content teams to resolve complex customer issues.
• Lead RFX, cross‑sell, and upsell activities, as well as participate in pre‑sales for prospects.
• Provide teams with insights into the overall health of the customer base, identifying at‑risk customers.
• Maintain a strong technical product knowledge of Gracenote’s product portfolio.
• Follow up with customers on NPS surveys.
• May require working in EU business hours in a hybrid model.

Qualifications Required (Repeated)

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent work experience.
• 5+ years of relevant technical account management experience or equivalent.
• Experience with significant revenue retention for global customers in the SaaS space.
• Demonstrated leadership, communication, project management, organizational, and problem‑solving skills.
• Strong sense of ownership, follow‑through, and risk management abilities.
• Proficiency in working with structured data, Web‑based APIs, and Product De