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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

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