JOB DESCRIPTION We are presently looking for a Technical Account Manager to oversee the implementation of Gracenote solutions to our customers, as well as provide day-to-day technical account management for key customers. These activities require working with internal cross-functional technical and product groups and external customer business and engineering teams to drive successful delivery of customer engagements.
In this role you will be
Involved in the full customer lifecycle, spanning across different strategic client use cases/intents, with a goal to make Gracenote’s customers successful and increase revenue and retention.
Contributing to Lead generation as a key success metric
Owning delivery of video, music and sports solutions to Gracenote customers.
The interface with the product delivery and engineering teams of our customers.
Managing communication in various project phases, including leading escalations/RCAs.
The primary technical post-sales contact for key customers.
Triaging and managing status of all assigned customer issues.
The interface with other Gracenote product, engineering and content teams necessary to solve complex customer issues.
Owning RFX, cross sell and upsell activities, in addition to leading pre-sales for prospects
Providing various teams with overall health information of the customer base, including indicators to identify at-risk customers, including thorough use of the company’s online sales management tools.
Maintaining an excellent technical product knowledge on Gracenote’s product portfolio.
Follow through with customers on NPS
May require working in EU business hours, in a hybrid model
For this role we are looking for Individuals who have
B.S. in Business, Information Systems, Computer Science, related field or equivalent work experience.
5 years or more of relevant technical account management experience or the equivalent
Worked with significant revenue retention for global customers in the SaaS space
Demonstrated leadership, communications, project management, organizational and problem solving skills.
Strong sense of ownership and follow-through.
Demonstrated ability in risk management and problem anticipation.
Proficiency on working with structured data (including XML), Web-based APIs and Product Demonstration Kits (PDKs), etc.
Project Management background or PMP certification is a plus.
Video and/or entertainment background (would be an advantage).
Attention to detail and a commitment to excellence and high standards.
Proficiency in German and French is a plus.
Excellent written and oral communication skills in relevant languages.
Occasional travel to client sites, conventions, training locations, etc. as required
