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Customer Success Manager Saas 🔥


NPAW is the leading video intelligence company helping online streaming services grow. A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.


Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions. NPAW serves more than 150 video services and processes, with over 100 billion plays per year worldwide. Established in 2008 by co-founders of the video streaming service Rakuten TV, NPAW has offices in Barcelona and New York with teams around the world. For more information, visit https://npaw.com.


Description

By playing the role of the customer’s advocate your mission is to ensure the organization's success in profitability, reputation, and customer satisfaction. You’ll know our customer’s needs, wishes and dreams and you’ll be well versed in the value delivered to customers and the problems they are trying to solve.


Main duties include

  • Guarantee our customers are receiving appropriate support from all areas of the business and follow up every issue.
  • Proactively offer ideas and insights to improve the customer's issues and challenges.
  • Act as the liaison between the customer and other departments and communicate with internal and external partners to meet customer expectations.
  • Identify opportunities for upgrades and growth.
  • Provide progress analysis related to customer engagement.
  • Monitor and provide support on the implementation of service agreements.
  • Future product needs detection.

Requirements

  • 2+ years of customer-facing work experience with a proven ability to deliver results
  • Proven experience in key account management
  • Customer oriented person with a strong focus on results
  • A high aptitude with technical environments
  • Strong communication skills both in person and in writing
  • Understanding of the strategic sales process
  • Strong organizational skills with an ability to manage client demands
  • Ability to understand technical documentation and extract the product value
  • Willing to travel up to 15% of the time (US & Canada)
  • Background in online media delivery technologies (video formats and codecs, video delivery protocols, Player technologies...) is a plus

Benefits

  • Attractive salary and incentives
  • Paid Time Off
  • Paid Sick Days
  • Health care insurance coverage contributions
  • Dental and Vision care plan coverage contributions
  • Career development opportunities.
  • Free training (languages, product, technology...)
  • The thrill of contributing to scaling up a company with cutting edge technology.
  • Highly talented & international team
  • Beautiful and dynamic work environment
  • Ability to participate in Company wide celebrations, Volunteering, and more

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