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Technical Success Manager

deltatre
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Deltatre OTT is the Division taking Deltatre’s powerful suite of OTT products, including AXIS and Diva, to major online video providers worldwide.Our OTT division is looking for a strong Technical Success Manager who possesses a passion for technology, a strong drive for results and can use their technical understanding of the product and knowledge of the market, customers, and competitors to clearly explain the unique value the product brings to potential and existing customers.The Technical Success Manager is accountable for customer success initiatives and managing customer outcomes (product and technical onboarding, support, renewals, upsells, satisfaction, advocacy, etc). They also represent the voice of the product to the market, and the voice of the customer back to the product team.Responsibilities:

  • General
  • Engage directly with customers, understanding their needs and technical setup, guiding them to take full advantage of our platform.
  • Hands-on in creating code examples and walking customers through code use-cases across a range of technologies (Javascript, iOS, Android)
  • Aid in product design, product development and the end-to-end developer experience through synthesis of customer feedback and working with internal teams to respond to customer needs.
  • Inbound
  • Give demos or presentations to potential customers.
  • Understanding what key audiences need to know about the product (and what it does) in order to make a purchase.
  • Translate technical functionality into use-case centric content that resonate with the target audiences.
  • Conversion & On-boarding
  • Serve as a primary contact for the technical onboarding and conversion of new customers during a trial period
  • Guide customers integrating mtribes across their stack (web, mobile, TV, server-side), proactively providing technical advice to the customer where needed
  • Evaluate and improve onboarding processes, tutorials and other communication infrastructure to improve training of platform end users, as well as post go-live support.
  • Drive additional value by encouraging deeper feature adoption.
  • Be the trusted partner for the customer on use-case, product functionality and technical integration.
  • Understand and communicate upcoming roadmap, assist customers with upgrades and encourage customers to raise feature requests.
  • Contribute to revenue generation through renewals, upsells, and expansions.
  • Create evangelists and advocates among your customer base.
  • Minimize customer churn.
  • Periodic check-ins with existing customers, monitor account health.
  • Deliver and communicate ROI for our clients, throughout the customer lifecycle.
  • Handling and resolving customer requests and complaints. Respond to alerts, red flags, poor health, or direct customer support relating to critical or overdue customer support tickets
    • Requirements:
  • Experience in a customer-facing technical role, ideally with SaaS technology
  • Engineering, Science or Communications Degree.
  • Can deal with a variety of stakeholders, whether engineers, product or marketing
  • Ability to explain complex technical concepts to customers clearly and concisely
  • Knowledge of customer success processes.
  • Highly organized and able to multi-task.
  • Self-driven and proactive nature.
  • Patient and active listener.
  • Passion for technology.
    • Some of our Company perks:
  • Global company with huge growth potential
  • Support with your career development and access to training
  • Casual dress code
  • Regular company and team social events
  • Free refreshments in the office
    • We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.Please note that we will only contact successfully shortlisted candidates. Required skills
  • Broadcast
  • Customer Success
  • Media Technology
  • SaaS
  • OTT

    • Keyskills :
    Broadcast Customer Success Media Technology SaaS OTT

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