CUSTOMER SUCCESS MANAGER

NPAW is the leading video intelligence company helping online streaming services grow.
A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.
Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions.
NPAW serves more than 150 video services and processes, with over 200 billion plays per year worldwide.
Established in by co-founders of the video streaming service Rakuten TV, NPAW has offices in Barcelona and New York with teams around the world.
For more information, visit https://npaw.
om.
Description By playing the role of the customer’s advocate, your mission is to ensure the organization's success in profitability, reputation, and customer satisfaction.
You’ll know our customer’s needs, wishes, and dreams, and you’ll be well versed in the value delivered to customers and the problems they are trying to solve.
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.
Future product needs detection.
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 Benefits Competitive salary ðŸ’° Permanent contract ðŸ“„ Private health insurance with Adeslas 🩺 Flexible compensation plan 📊 Restaurant ðŸ½ Transport ðŸšŠ Nursery ðŸ‘¶ðŸ½ Hybrid remote-office work 🏡 Flexible work schedule ⏰ 23 days of holidays per year 🌴 Birthday afternoon off 🎂 Career growth opportunities 🚀 Access to continuous training 💻 Language lessons 👩🏽‍🏫 Referral bonus ðŸ¤ International & multicultural team (more than 20 nationalities!) ðŸŒ Fun environment.
sports, volunteering, company events, BBQs, pizza days, etc.
🎉 A great office based in Barcelona ðŸ¢ Free lunch at the office 🥗🍕 Free drinks, fruit & snacks â˜•ï¸ðŸº 🍎 🍪 An amazing technological challenge ðŸ§‘🏽‍💻 Follow us on Linkedin  and Twitter to see what we are up to, or have a look at Instagram to see what it's like to work at NPAW! We celebrate the diversity, and we want our employees to reflect those differences.
At NPAW, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status, or any other characteristic protected by applicable law.