Role Description

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around and you are passionate about bringing Conviva’s best ideas, innovations, and capabilities to customers to drive greater business value. You have impeccable relationship skills and can create win-win environments for our customers and all internal departments. Our ideal candidate will have previous Customer Success Management experience in a B2B software SaaS/subscription business model.

Previous experience in a Customer Service/Support/Account Management role is required along with a strong technology background in media streaming. It is the responsibility of the CSM to drive customer adoption and success within a defined set of customers. You should be comfortable at both consulting and negotiating with C level executives backed by a strong understanding of their business objectives. You will guide customers on the best approach for leveraging Conviva’s platform in their streaming media ecosystem.

Responsibilities

• Own the relationship with assigned enterprise clients, which includes ensuring successful onboarding, increasing product adoption, ensuring engagement and retention, and maintaining high levels of customer satisfaction.
• Possess a comprehensive understanding of the Conviva platform and guide the customer on business and technical decisions to ensure platform adoption and success.
• Proactively monitor and report on customer usage and health internally as well as back to the customer with suggestions on how to maximize their investment in Conviva solutions.
• Develop a “trusted advisor” relationship with key account executive sponsors and align Conviva solutions and roadmap to customers’ performance monitoring and testing initiatives.
• Facilitate best practice usage of Conviva solutions and serve as a customer advocate back into Conviva to ensure that our solutions are evolving to meet our customers’ needs.
• Propose creative solutions supported by our products and services to proactively address customers’ business challenges and opportunities.
• For key strategic accounts, establish and execute comprehensive strategies and define key business metrics and success criteria and establish a process for monitoring goals in order to provide visibility to executive sponsors.
• Conduct business review meetings as appropriate to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate new feature releases.
• Provide clear and constructive feedback to Support, Product Management, and Engineering based on customer needs and/or reported issues. Manage and coordinate escalation activities as needed.
• Work with Sales and Sales Engineering for product upsell/cross-sell and to ensure renewal of existing customers.

Skills and Experience

• 5+ years relevant work experience with post-sales, customer facing responsibilities in a B2B software SaaS environment. Relevant Customer Success Management experience is preferred.
• Solid technical foundation of streaming media, SaaS technologies, and analytics and big data.
• Some technical knowledge of streaming media workflows and the components including encoding/transcoding, streaming protocols, metadata, DRM, player technologies and frameworks, CDNs, OVPs, etc.
• Strong personal management. You’re driven - no one needs to push you to excel, it’s just who you are. Ability to work autonomously and to prioritize tasks while managing a diverse workload in a fast-paced, dynamic environment. Keen attention to detail and a consistent follow-through to commitments.
• Possess exceptional written and verbal communication and presentation skills to earn credibility with both C-level executives and practitioners using Conviva solutions.
• Ability to facilitate internal cross-functional discussions to resolve customer concerns and product issues.
• Eager to learn, adapt, and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers - customer service is in your DNA. You consistently seek win-win solutions.
• BA/BS degree, Computer Science degree preferred.
• Willingness to travel periodically based on customer and business needs (between 20-30%).

CANDIDATE QUESTIONNAIRE:

If you are interested in exploring this opportunity please click on the following Questionnaire link, complete the Questionnaire and submit it to our attention.

After viewing your Questionnaire responses one of our recruiters will contact you concerning next steps.

Thank you for your interest in this opportunity.

Conviva - Customer Success Manager Candidate Questionnaire