Customer Solutions Expert
hace 1 mes
About Npaw
Npaw is a leading video intelligence company that helps online streaming services grow. With over a decade of experience, we develop scalable analytics solutions to optimize performance and user engagement, building media experiences that maximize revenue.
Our Analytics Suite
Our suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising, and content efficiency in real-time, supporting data-driven decisions.
Our Impact
We serve more than 150 video services and process over 200 billion plays per year worldwide, making us a global pioneer in our space.
About the Role
We are seeking a Customer Solutions Expert to join our Product Analytics team, where you will play a pivotal role in enhancing customer experiences through our analytics platform.
Key Responsibilities
- Act as a key point of contact for customers, deeply understanding their needs and aligning them with our onboarding processes.
- Work alongside Integration Engineers to streamline the integration process, ensuring it is efficient and meets customer requirements for a seamless experience.
- Develop and execute customer training sessions, ensuring users are well-equipped to utilize our product to its full potential.
- Manage and enhance customer satisfaction and user adoption through ongoing support, regular check-ins, and by acting on customer feedback.
- Liaise between customers and our internal teams, including Customer Engineering for technical queries and the Product Team for feature requests or feedback.
- Utilize data modeling knowledge to support customers with data structuring and analysis interpretation, creating custom dashboards and providing actionable insights.
- Monitor customer health metrics, including usage patterns, satisfaction levels, and overall engagement, to inform strategy and interventions.
- Provide troubleshooting assistance to resolve any technical issues and collaborate with the product team to address and resolve technical challenges.
Requirements
- Proven experience in a customer-facing role within the technology, software, or SaaS industries, with a strong focus on customer success and engagement.
- Adept at conducting effective customer training sessions and driving user adoption and satisfaction.
- Strong technical aptitude, with the ability to liaise between customers and technical teams, simplifying complex concepts for a non-technical audience.
- Knowledge of data modeling and analysis, with the ability to leverage this understanding to provide value-added insights to customers.
- Strong analytical and troubleshooting skills to resolve customer issues promptly.
- Exceptional communication skills in English, both written and verbal, with the capability to conduct training sessions and webinars.
- Excellent organizational skills, capable of managing multiple accounts and projects while maintaining high service quality.
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