Customer Success Manager Full Time

Job Description

Become a leading part of our Software-as-a-Service platform team and take full responsibility for our customer relationships.

What We Do And Why

The global TV Broadcast and Video Entertainment Market is currently in a phase of fundamental change requiring the development of new ad-driven monetization models. We believe that our solution significantly changes the video ad-business long-term by opening up new distribution platforms into a global, programmatic ad-market.

What We’ve Built

Our Serverside.ai product is a cloud-based software-as-a-service solution offering in the B2B field, that enables dynamic ad insertion and ad substitution for OTT streaming, IP TV and HbbTV operators.

WE ARE SEEKING

Customer Success Manager (m/f/d)

Your Role

Become a leading part of our Software-as-a-Service platform team and take full responsibility for our customer relationships.

You will be an essential part of our very committed operations team and work closely with product and development teams.
We offer flexible working hours and up to 100% remote conditions (freelance) with the potential to work from any place in the world.
You will be using state of the art tools like Jira, Confluence and Hubspot to manage the customers products lifecycle.
As a company, we support your participation in industrial events, workshops, and advanced trainings.
We are constantly improving our ways of cooperation. Your ideas, feedback and suggestions are much appreciated and taken seriously.

Your Responsibilities

You are responsible to ensure that the company’s customers are satisfied with our products or services and to implement customer success strategy. You help to increase customer retention and loyalty by providing support and guidance to them.

You will analyze customer data to identify trends and areas for improvement.
Work with customers to onboard them onto our Serverside.ai platform and ensure they are using it effectively.
Handle customer support inquiries and escalate issues as needed.
Advocate for customers internally to ensure their needs are being met.
Stay up-to-date on product changes and ensure customers are aware of new features and how to use them.
Collaborate with other teams to ensure a seamless customer experience.
Provide feedback to the product team to help improve the product.

Your Qualification

Skills

Build and maintain strong relationships with customers
Clear communication with customers
Understand customer needs
Identify customers pain points
Develop creative solutions to customer problems
Troubleshoot customer issues
Escalate customer issues
Upsell and cross-sell customer products
Provide customer training
Monitor customer satisfaction levels

Experience

At least 3 years of experience as a customer success manager or technical account manager role in IT
You have defined and implemented customer success strategy
You hired, trained, and mentored customer success managers
You analyzed customer data to identify trends and common issues
Worked closely with product and engineering to ensure customer success
Created and delivered customer success presentations
Experience managing a team of customer success managers
Bachelor’s degree in a related field, such as engineering, computer science or marketing or similar experience
You have experience in the field of Streaming, IP TV, OTT TV, Digital Media and Ad-Tech, SSP, DSP
Fluent in English language, both written and verbal is required, German language skills preferred

What We Offer

You will be working in a very committed, innovative and fast growing team with great team spirit and low hierarchies.
We are flexible in working hours, whether onsite or remote.
In our business environment of the multimedia industry, you will have large impact with what you do on global target markets.
You will use state of the art technologies and standards like HLS, DASH, Low Latency Streaming, Header Bidding, Current Video Codecs, Cloud/ Edge Computing and more.
We support your participation in exciting industry events, workshops and advanced trainings if applicable.
We are an on-site and remote-working team with head-offices in Germany. We always strive to constantly improve our ways of working together. Ideas, feedback and suggestions are welcome and taken seriously.
We invest in growth and education of our team members.
Free choice of hardware and bring-your-own-device policy.
You will be facing Class-A customers and top-level partners within the Tech and Entertainment industry.
Use the opportunity to work for an exciting scale-up building innovative MediaTech solutions, join Nowtilus now!

Nowtilus welcomes all

Nowtilus is headquartered in Berlin, but as a remote-first company, our team works together from all over the world. We also support hybrid working from our offices in Berlin and Halle (Saale). With that mindset, we’re building an inclusive workplace that invites diverse perspectives, and values talent from diverse personal and professional backgrounds. Curious to see what it’s like to work at Nowtilus? Find out more about how we operate as an experienced remote-first company through using powerful collaboration tools and sophisticated methods!