Senior Customer Solution Engineer

• Gracenote, a Nielsen company, is on a mission to “Superserve” its top clients. The objective of
• this approach is to grow our partnerships across five major clients that are leaders in CTV,
• Search & AI, Phones & Apps, Streaming Services, eCommerce, and Global Pay TV.
• We believe these clients will increasingly dominate the global entertainment ecosystem and will
• continue to be some of Gracenote’s largest sources of growth for years to come.
• In order to grow these partnerships, Gracenote is committing to a deeper, more consultative
• sales cycle that identifies these clients’ needs and then rallies our organization to develop
• solutions that make technical and economic sense (for the client and Gracenote).
• We are moving beyond the traditional “build and sell” model with these clients to a partnership
• model that thrives on greater depth and transparency and going to market together to solve
• tomorrow’s biggest consumer problems.
• We are seeking a strategic and passionate Global Account Sales Engineer to drive the future of
• our relationship with our largest customers. This role will be key in strategically positioning
• Gracenote to support our major clients and enhancing our collective knowledge of our
• organizations and business direction. As a critical team member, you will partner with our Global
• Account Leads to generate a pipeline of opportunities based on the customers vision. Jointly
• developing a roadmap with clients, strategic industry partners, and internal stakeholders.
• You will be at the heart of our technical solutioning strategy, owning the technical partnership
• roadmap for our product suite in close collaboration with the rest of the team focused on our
• most strategic customers. Measurements of success will include leads, pipeline, and ultimately
• revenue. This role thrives on understanding complex user problems, leveraging unique data
• assets, and working cross-functionally to build products that level-up our business & partnership
• with identified key clients..

Responsibilities

• ● Partner with Global Account Leads to own the technical discovery and solutioning phase
• of the sales cycle, and deliver all technical-win criteria necessary to close deals
• ● Help uncover new areas and relationships within these complex customers’ businesses
• that could benefit from Gracenote data, products and services
• ● Own and champion the pre-sales technical strategy and solution roadmap for
• Gracenote products with the customer, transitioning to the CSM team upon deal
• closure for post-sales execution, but retaining ownership to ensure successful execution.
• ● Work in extremely close collaboration with Product and Post-Sales Customer Success
• Manager (CSM) teams to ensure the technical solution sold is fully achievable and to
• execute a seamless technical handoff upon contract signing.
• ● Act as the primary customer advocate, deeply understanding the challenges of our
• Consumer Electronic, Digital, and Pay TV clients.
• ● Work with Global Account Leads to provide the technical foundation and vision for the
• strategic 2-5 year account plans, ensuring proposed solutions align with Gracenote’s
• product roadmap and technical capacity
• ● Collaborate with teams across the organization—including Product Owners,
• Engineering, Sales, Marketing, and Video Product counterparts—to create a tightly
• integrated, differentiated solution that leverages Gracenote's unique combination of
• technology & metadata.
• ● Partner with Product and Product Marketing to help inform new product GTM strategy,
• messaging and value prop development for our most strategic customers
• ● Author clear and comprehensive documentation for the client on product implementation
• and best implementation methods based on personal experience, may include on-site
• technical implementations.
• ● Translate client needs into detailed requirements, epics, and user stories for our Product
• Owners and Engineering teams.
• ● Define and analyze success metrics to measure the impact of our products, using data
• to inform priorities and future iterations.
• ● Must have the ability and willingness to travel for client meetings, industry events, and
• team collaboration. Expectation is to be onsite or remote with the customer 2x per month
• at a minimum.

Measures of Success

● Strategic Revenue Growth: Targeting 15%+ revenue growth each year from Superserve

Accounts

• ● Pipeline Velocity and Quality: Generate a high volume of technically qualified opportunities
• (leads) and significantly accelerate the speed at which these opportunities progress
• through the technical discovery and solutioning stages of the sales cycle (pipeline)..
• ● Technical Partnership Roadmap: Successfully collaborate with clients and internal
• stakeholders to develop and secure agreement on a multi-year technical partnership
• roadmap that ensures deep, long-term adoption of the Gracenote product suite.
• ● Solution Integrity & Seamless Handoff: Ensure all proposed technical solutions are fully
• achievable and aligned with Gracenote product roadmap, culminating in a seamless,
• well-documented technical transition to the Customer Success Management (CSM)
• team post-contract signing

Desired Skills & Experience

• ● 10-20 years of experience in client services, with a proven track record of managing B2B
• data clients.
• ● A genuine passion for and knowledge of the TV, Movie, and Sports media landscape.
• ● Proven ability to write detailed product requirements, user stories, and comprehensive
• product documentation (MRDs, PRDs) that drive clarity and execution for technical and
• non-technical teams.
• ● A strong understanding of the complex data structures inherent in metadata and the
• ability to envision how they integrate with video metadata to create compelling user
• experiences.
• ● Demonstrated experience in developing solutions that solve content discovery
• challenges or create engaging user experiences on media platforms.
• ● An exceptional and dynamic communicator, comfortable and skilled in presenting to both
• small client groups and larger audiences. You are an open, collaborative, and
• enthusiastic influencer who builds relationships and consensus with ease.
• ● A strategic thinker with experience in market analysis and identifying opportunities for
• product differentiation beyond competing on price.
• ● Experience in sales methodologies including pipeline, ROH, and Salesforce.
• ● Experience working directly with clients to translate their needs into product
• requirements.
• ● The leadership, professionalism, and temperament required to motivate a company to
• go a direction they hadn’t planned on, or resourced for, in effort to drive the client
• partnership to the next level or fulfil a supersized opportunity.

Preferred Skills/Experience

● Bachelor’s degree or higher in computer science, preferably in a technical or business-

related field.

● Experience in relevant industries such as OTT, streaming, Connected TV (CTV), or

broadcast media..

● Familiarity with modern product development, including Agile/Scrum methodologies and

working with technical teams on APIs or large-scale datasets.

● Familiarity with JSON, XML and APIs and SQL knowledge.

● Development experience with Gracenote, TMS, ROVI, or other structured entertainment

or Sports data companies is a plus.

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