Gracenote - Senior Manager - Customer Success

JOB DESCRIPTION

Gracenote, a Nielsen company, is an entertainment data and technology provider powering the world's top music services, automakers, cable and satellite operators, and consumer electronics companies. At its core, Gracenote helps people find, discover and connect with the entertainment they love. Daily, Gracenote processes 35 Billion rows of data and is quickly becoming a world-leader in return path - big data.- Over the past 2 years, the company has grown to more than 1800 employees in 20 countries, including over 400 of the world's top engineers with a passion for music, video, sports, and entertainment technology.

We are presently looking for a Customer Success Director to manage the customer success team in our Mumbai office, which includes program management, pre-sales support, customer on-boarding, managing and reporting on the health of the relationship, delivery and technical support, which translates in the highest level of customer engagement and satisfactory. In addition, this role will be responsible for overseeing the project management of key business initiatives.

CORE RESPONSIBILITIES:

- Lead and manage a department comprised of customer facing and project management roles that is part of and aligned with the goals of a global organization

- Ensure the development of staff to reduce turnover by increased morale, provide opportunities for career growth and recognize achievements

- Identify potential candidates, interviews, hire and take corrective action as necessary

- Oversee all annual and intermittent performance appraisals, reward, coach and counsel staff

- Manage the portfolio of product development projects; maintain up to date statuses, priorities, risks in project portfolio tools

- Point of contact for customer and project escalations

- Visit and/or host clients to strengthen business relationships

- Work with sales to develop and maintain good working relationships with current and potential customers

- Involved in the full customer lifecycle with a goal to make customers successful and increase revenue and retention.

- Interface with other Gracenote product, engineering and content teams necessary to solve complex customer issues.

- Providing various teams with overall health information of the customer base, including indicators to identify at-risk customers, including through use of the company's online sales management tools.

REQUIREMENTS:

- Bachelor's Degree in Business, Information Systems or a related field

- Minimum of 7-10 years of management experience with a proven record of increased responsibility