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Job Opening details:-
Company Name :- Bitcentral, Inc.
Position Name :- Customer Success Manager, FUEL – Streaming Media Group
Company Location :- Remote
Job Category : Management jobs
Full Job Description :-
Customer Success Manager, FUEL – Streaming Media Group
Objective / Purpose of the Position:
The Customer Success Manager for Bitcentral’s Streaming Media Group is responsible for responding to and resolving customer product/technical issues in a timely, efficient, and professional manner and documenting all issues, troubleshooting steps and resolutions. The ideal candidate for this role is comfortable speaking with customers who are experiencing issues and acting as their voice when troubleshooting with internal teams. The role will be responsible for project management of new customer onboarding and customer reporting, when appropriate.
Duties and Responsibilities:
Project managing the successful onboarding of new customers
Communicating with customers to ensure that all of their needs are understood and addressed
Acting as the customer’s representative to ensure that their demands are met with a focus on improving the customer experience
Building strong customer relationships to maintain customers and evangelize new capabilities to customers
Determining if a customer issue requires additional product development or changes in customer workflow or process.
Collaborating with product management and engineering to ensure that they understand platform bugs and customer feature requirements and requests
Resolving complaints and keeping track of all processes that pertain to the customer’s desires
Collecting and analyzing data concerning consumer behavior to understand changing needs
Act as a subject matter expert on all aspects of the FUEL and Powr platforms including in-house and customer side analytics.
Required Experience and Qualifications:
3+ years of experience in Account Management, Project Management, QA and/or Customer Support for SaaS
Excellent customer service and interpersonal skills for dealing with multiple customers and internal stakeholders
Exceptional problem-solving skills to help resolve customer complaints or needs
Strong verbal and written communication skills to communicate product ideas to customers
Up-to-date understanding of digital video, live streaming, and CTV/mobile applications
Strong analytical skills for analyzing customer data
Time management and multitasking skills to handle multiple tasks and customers at once
Strong organizational skills and attention to details
Strong desire to grow knowledge base of digital video, publishing, and streaming media
Extra Credit Experience:
Video encoding, transcoding, streaming and live streaming Experience
Google Ad Manager Experience & Programmatic Ad Experience
Experience with Transactional payment gateways
Location: – 100% Remote – North America. Bitcentral is based in Newport Beach, CA
Job Type: Full-time
Pay: $95,000.00 – $105,000.00 per year
Employee assistance program
Paid time off
Monday to Friday
Project management software: 3 years (Preferred)
Work Location: Remote
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