Customer Success Manager II
Nielsen (company site, opens in a new tab)7+ yrsMumbaiOn-siteDirect career pageEst. 18–30 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Serve as primary contact for top-tier global customers and partners, managing relationships, escalations, and customer health metrics.
- Drive customer satisfaction and business growth through proactive communication, upsell identification, Quarterly Business Reviews, and managing contractual commitments including SLAs and NPS.
- Coordinate technical implementations, product updates, dashboards, reports, and resolutions for Quality escalations, while maintaining customer-specific playbooks and facilitating root cause analyses.
Minimum Requirements
- 7+ years in a global technical account management role with proven customer satisfaction outcomes.
- 3+ years experience with global accounts in Media & Entertainment sectors such as Platforms, Consumer Electronics, Pay TV, or Publishers.
- 4+ years of technical implementation experience with top global customers and partners.
- Ability to work daytime hours in regions of assigned global customers; willingness to travel as needed.
Ideal Candidate Profile
- Experienced in complex relationship management and escalations within global technical account management roles.
- Proficient in driving upsell and cross-sell opportunities informed by strategic customer insights and data analysis.
- Strong project management and expert-level presentation skills suited to coordinating multi-stakeholder technical and business processes.