Customer Success Manager
2 settimane fa
At MainStreaming, we are on a mission to revolutionize the broadcasting industry by enabling companies to transition seamlessly to streaming video and deliver an exceptional Quality of Experience to their audience.
We offer innovative solutions that simplify the process of ingest, encoding, management, and distribution of live and on-demand video. Our goal is to empower customers to thrive in the ever-evolving world of streaming entertainment.
Job Description:
We are seeking a highly skilled Senior Customer Success Manager to join our team at MainStreaming. As a key member of our team, you will be responsible for driving customer satisfaction and retention within our CDN and Video Streaming business.
Your Key Responsibilities:
- Build and maintain strong relationships with our customers, serving as their primary point of contact.
- Proactively identify and address customer needs and concerns, ensuring high levels of customer 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.
- Advise key customers, offering strategic guidance, performing business reviews, and spotting upsell and expansion opportunities.
- Monitor customer health metrics, identifying areas of risk, and proactively address issues to mitigate churn.
- Collaborate with internal teams to resolve customer issues and provide timely solutions.
- Analyze customer data to identify trends, opportunities, and areas for improvement.
- Cross-functionally collaborate with Sales, Product, and Support teams, advocating for customer needs and ensuring alignment on customer success strategies.
What We're Looking For:
We're seeking a passionate professional with a track record of building and maintaining strong customer relationships. The ideal candidate will possess excellent communication and interpersonal skills, strong problem-solving and analytical abilities, and a proven understanding of networking and internet protocols.
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.
- Prior experience working in the on-demand and live video streaming industry is a plus.
- Knowledge of CDN technologies and protocols is a bonus.
- Fluent proficiency in English is mandatory, with additional languages being an asset.
What We Offer:
MainStreaming provides a dynamic, entrepreneurial environment where professionals can develop and grow. Our innovative technology and service enable companies to transition from traditional broadcasting to the future of streaming entertainment. A growth path aimed at improving your professionalism, flexible working hours, breakfast, lunch, and snacks in our office, access to an E-Learning platform, and a competitive salary and benefits package make us an attractive choice for ambitious professionals.
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