The Customer Success Manager (CSM) is an energetic and customer facing professional who will engage with newly signed and existing customers, educate them on total JW Product solutions and ensure a smooth deployment of the JWP technology and drive overall adoption. A CSM is responsible for a fundamental part of the post-sale cycle for JW Player’s portfolio of Enterprise customers. They will act as a trusted advisor for each customer, understand their business goals, intended use of video and how our product offering fits said vision.

In this role, you will:

• Drive the success of Accounts by understanding the business requirements and launch timelines of clients
• Be accountable for project related issues, understanding the scope on a high level, aligning priorities with the customer and following defined escalation procedures across functioning groups (Sales, Sales Engineering, Product, Support, etc.)
• Maintain a strong understanding of JW Player suite of products and a continuous desire to learn the technology and the industry
• Strengthen and maintain client relationships with ongoing communications and business solutions.
• Collaborate successfully with all areas of the organization to optimize team productivity
• Maintain and improve upon CRM data within Salesforce.com
• Utilize analytics to make data-driven decisions around customer engagement and health
• Proactively manage your schedule and customer pipeline in order to meet quarterly objectives
• Plan and deliver on client needs before they happen: leading client advocacy and improved client experience
• Assist in gathering client feedback, defining processes, and identifying best practices

Requirements:

• Bachelor’s degree with a minimum of 2-3 years of related experience in a customer-facing role (CSM, Project Management, AM), preferably at a SaaS company
• Passionate about understanding and learning new technology
• Ability to deliver results in a SaaS-based industry
• Solid interpersonal, organizational and communication skills, both written and verbal.
• Thorough working knowledge of sales tools, including Salesforce.com
• Strong analytical and problem solving skills
• High ethical standards and level of integrity

Bonus Points

• Multilingual
• OVP experience
• Previous Project Management or Customer Success experience

Company Description

If you've watched video on the web, you already know us. JW Player is the largest and fastest growing independent online video platform in the market today. We provide a popular suite of software products that enable over 2 million publishers to deliver and monetize their content on any device. Our flagship product, JW Player, is currently the most widely used video player in the world and is used in over nine billion streams each month. We recently finalized a $20 million round of series C financing to continue this upward momentum and invest in products that are changing the online video landscape.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.