Customer Success Manager II

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

Department: Customer Support & Implementation (Post Sales)
Function: Other
Experience Level: Not Applicable