Customer Experience Specialist
hace 3 semanas
About the Role
Npaw is a leading video intelligence company helping online streaming services grow. As our next Customer Success Manager, you will play a critical role in ensuring our customers receive the best possible support and service. Your mission is to guarantee our customers are receiving appropriate support from all areas of the business and follow up every issue. You will 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.
Responsibilities
• 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.
• Detect future product needs.
Requirements
• 2+ years of customer-facing work experience with a proven ability to deliver results.
• Proven experience in key account management in a SaaS environment.
• 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.
• Advanced level of English and French.
• Willing to travel up to 15% of the time.
• Background in online media delivery technologies (video formats and codecs, video delivery protocols, player technologies) will be a plus.
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