Technical Account Manager

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