At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. 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. This role demands a blend of customer service, industry expertise, and strategic thinking to ensure customer satisfaction and to drive business growth.

Provide visibility to management on overall customer and partner health

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 recent customer opportunity inquiries and proposals.

Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports

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

Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed)

7+ years of experience working in a global technical account management role demonstrating successful customer satisfaction and relationship management outcomes

- 3+ years of experience working with global accounts in the Media & Entertainment space; 4+ years of technical implementation experience with top global customers and partners
- 4+ years of hands on experience driving solutions and identifying upsell and cross-sell opportunities
- Ability to work daytime hours for the regions of assigned global customers
- Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders
- Support the Customer & Partnerships Success team with internal Crisis Management, as needed
- Experience guiding customers and partners through complex changes
- Data analysis experience, including the ability to design, interpret and present data
- Ability to travel as needed to customer locations/trade shows

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📌 Customer Success Manager CRM / Dynamics (Mumbai)
🏢 The Nielsen
📍 Mumbai