Strategic Customer Success Lead

6 giorni fa

Milano, Lombardia, Italia MainStreaming S.p.A A tempo pieno

At MainStreaming S.p.A, we are dedicated to helping broadcasters and media companies transition seamlessly to streaming video while ensuring an exceptional Quality of Experience for their audience.

We deliver innovative solutions that integrate all operative phases for ingest, encoding, management, and distribution of live and on-demand video content. As a Senior Customer Success Manager, you will play a pivotal role in driving customer satisfaction and retention within our CDN and Video Streaming business.

Key Responsibilities:

  • Establish and maintain strong relationships with customers, serving as their primary point of contact.
  • Proactively identify and address customer needs, ensuring high levels of satisfaction.
  • Lead the onboarding process for new customers, guaranteeing a smooth transition and successful implementation of our solutions.
  • Provide training and support to customers, empowering them to effectively utilize our products and services.
  • Oversee customer contract renewals, maximizing revenue and customer lifetime value.
  • Collaborate with internal teams to resolve customer issues and provide timely solutions.
  • Analyze customer data to identify trends, opportunities, and areas for improvement.

Requirements:

  • 8+ years of experience in B2B SaaS customer success or technical account management, working with Enterprise customers.
  • Proven track record of building and maintaining strong customer relationships.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical skills.
  • Familiarity with networking and internet protocols such as DNS, HTTP, and TCP/IP.
  • Experience working in the on-demand and live video streaming industry is preferred.
  • Knowledge of CDN technologies and protocols is a plus.

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