Applicaster helps broadcasters, content publishers, and OTT providers globally drive their digital strategy, engage with audiences, and monetize media assets.
Our Zapp platform is a comprehensive no/low-code tool to create, distribute, and manage streaming applications across multiple mobile & TV devices. Its approach uniquely combines the scalability, flexibility, and speed of a technology-based solution, with the advanced customization capabilities required by professional teams.
About the role:
As a Technical Customer Success Manager you will be responsible for developing customer relationships that promote retention and loyalty by becoming an expert of our tool and help them get the maximum value from it. You will lead the post-sales efforts as the trusted advisor who leads customers throughout the creation, submission and post launch journey. You will work closely with customers to ensure they are satisfied with the service and products, manage risks, train and guide them, QA, and help them achieve their desired product. You will drive adoption across your customer base and identify opportunities for growth, expansion, and renewal.
What you will do:
- Learn Applicaster’s offerings and become the subject matter expert of the Applicaster platform to empower your customers on usage and guidance
- Work with customers in a consultative way to help them learn the tool and become independent to be more successful with the service and products - learn how their business works, define project management processes in an effort to help them to achieve their business goals.
- Own the new customer onboarding experience via continuous education, evangelizing features, and driving adoption. Deliver group training and 1-1 sessions as needed.
- Work closely with teams from across the organization, helping to advocate on behalf of customers and bridge the gap between the customer and product teams. Influence product development strategy and participate in building out the product roadmap as the voice of the customer
- Troubleshoot customer issues, and perform QA of the product and features. Perform debugging, and product implementation based on the product and customer needs
- Own renewals. Proactively monitor and identify customer health risks and mitigate non-renewal churn risk
- Drive expansion by identifying up-sell opportunities
What we require:
- 2/3 years in a customer-facing role preferably at a SaaS company.
- Prior experience managing a portfolio of customers
- Technical background and QA experience preferred
- Passionate about servicing customers and relationship development.
- Excellent analytical/problem solving ability to unblock customers from business and technical issues.
- Technical knowledge and experience in the broadcast and media space.
- Superior presentation and meeting facilitation skills.
- An out-of-the-box thinker with the ability to solve problems in a creative way
- Ability to work in a cross-functional collaborative team environment.
