Customer Success Manager II

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