All Jobs > Customer Success Engagement Manager
Whip Media is reinventing the way the $275B entertainment industry works every single day by transforming the global content licensing ecosystem. We have a market leading enterprise software platform that centrally connects data, processes and teams throughout the digital distribution journey. We’re also powered by a uniquely talented and highly experienced team with a diverse skill set across data, entertainment, SaaS and technology. With Whip’s predictive insights and proprietary data, we enable the world’s top entertainment organizations to efficiently distribute, control and monetize their TV and movie content to drive revenue and direct-to-consumer growth. Also, while the challenges we solve are serious, we’re not. Whipsters have fun every day because we love what we do! So, if you're looking to inspire, be inspired and work at the intersection of entertainment and technology look no further than Whip Media.
Whip Media is seeking a Customer Success Engagement Manager based in the UK to manage and support engagements and projects with ongoing customer relationships. Reporting into the Director of Customer Success, the role's main focus is to make our customers successful.
Whip Media’s preferred candidate will have Customer Success and engagement/account management experience. The role will enable you to work as part of a collaborative and highly engaged cross-functional team that engages directly with customers and internal stakeholders to facilitate an exemplary customer experience. You should be a self-starter who is able to act as a customer facing representative of the company, quickly take on new tasks, manage time efficiently, become a subject matter expert, and fill in gaps where needed.
Comfort with internal and external communication is a must. This opening is a customer-facing role and is an opportunity to build upon skills communicating directly with key internal and external stakeholders, onboarding customers and their partners, documenting business processes, managing issue resolution, building trusted advisor relationships, defining requests to Engineering, taking ownership of on-going request triaging, and ensuring financial milestones and renewal targets are met.
What You Will Do:
* First point of contact for customer
* Encourage Whip Media platform adoption and enhance customer satisfaction
* Track and manage contract renewals with sales leads for all assigned customers
* Gain in-depth proficiency in Whip Media product features to facilitate new customer onboardings and provide on-going production support post go-live
* Develop a deep understanding of Client’s business processes, use cases and day-to-day data operations
* Create and manage functional requirements and user stories for system enhancements
* Manage customer issues in look to resolve in a timely manner and see them through to closure
* Create user guides, training materials and conduct end-user training (with PM)
* Document release notes for quarterly releases
* Collect and maintain ideas, knowledge, implementation details and track issues using JIRA
* Work closely with Professional Service Lead for delivery of solutions & transition to BAU process
Requirements
What You Will Bring:
* 3+ years of related work experience
* Exceptional written and verbal communication skills
* Proven track record of handling multiple saas accounts, maintaining relationships with end users and senior stakeholders
* Critical thinking and problem solving expertise
* Proficiency in account management and handling SOW writing/review and service contract renewals
* Ability to work effectively within all levels of the organization as well as clients
* Ability to collaborate with multi-faceted team members, identify and resolve conflicts/issues
* Familiarity with end-to-end system testing, regression testing
* Proficient in writing and maintaining Test Plans, User Guides, Release Notes & Knowledge Bases
* Experience with Salesforce.com
* Familiarity with Atlassian collaboration tools (JIRA, Confluence)
* Basic understanding of data warehouse concepts a plus
* Experience with finance and accounting systems, and/or video supply chains a plus
* Operations and/or technical background preferred
* French speaking a plus
Whipster Values:
We Value Customer Success
* We continually evolve our products to innovate ahead of the ever-changing needs of our customers
* We don’t shy away from challenges- we embrace them
We Are Adaptable
* We continuously reassess our strategy and tactics
We Are Data-Driven
* We work to minimize gaps & biases by allowing data to form our decisions & solutions
We Get It Done
* We invest in one another and expect outstanding results
We Are All Whipsters
* We’re one team with shared goals, but our strength comes from our differences
What We Have to Offer:
Your wellbeing is our priority. We want our Whipsters to feel set up for success at work and at home! Some of the benefits and perks we offer to our international employees include:
* Access to private medical and dental insurance
* Remote office stipend
* Flexible PTO
* Employee equity incentive plan
* Monthly mobile reimbursement
Equal Opportunity Employer:
At Whip Media, we are all Whipsters! We strive to create an inclusive, diverse environment where you are encouraged to bring your whole self to work. We value unique perspectives, ideas, authenticity, and welcome, as well as support, points of view which drive your own growth alongside that of the company.
Whip Media has made a commitment to continue to grow our diverse workplace and partners with organizations that provide us with a range of candidates from diverse backgrounds. We foster a people-centric environment that promotes and evaluates belonging and inclusion and actively strives to bridge any gaps that exist between
#J-18808-Ljbffr