{"description": " Position Overview:

• We are searching for a highly motivated professional with Customer Success, Relationship Management, and/or Account Management experience to join our team as a Senior Customer Experience Manager (CXM).
• Our ideal candidate is someone who is familiar with and who is passionate about the online video and streaming space: is this person you are?
• If it is, then it means you will be enthusiastic about making a customer's overall experience a successful one.
• You will be able to demonstrate prior experience working with customer stakeholders in a way that makes them feel heard and valued.
• You will know how to bring \"customer first\" mindset to everything you do. You will be comfortable self-managing your workload in a highly visible role that requires a combination of skills like project management, technical expertise, product education, peer-to-peer coaching, and many others in order to be successful and ideally you will have had previous experience working with high-touch, high-spend customers in a customized or \"white glove\" capacity.

Job Responsibilities:

• Establish a trusted, strategic-advisor relationship with Platinum+ customers (some of our most valuable) to help drive continued value for our products and services.
• Proactively identify customer challenges and take ownership in order to develop action plans to address those problems.
• Listen intentionally and act as the voice of the customer within company.
• Partner with customer stakeholders to establish mutual goals and/or other key performance indicators to stay aligned on what success means.
• Generate fresh ideas and best practices on how to proactively improve the experience of our customer-users and increase our product adoption.
• Gauge customers' levels of engagement and provide feedback to other teams by collaborating cross-functionally on an ongoing basis.
• Be a champion for our technical best practices, working with our internal SMEs to educate customers on the best and most effective ways to implement our products.
• Take the lead and manage initiatives to completion, often while working within tight deadlines.
• Work on multiple items in parallel for customers at any given time, and adjust priorities on-the-fly when necessary.
• ssist other team members to identify up-sell opportunities or areas for further product adoption.
• Demonstrate product expertise and familiarity in day-to-day customer interactions, and know when to pull in SMEs to take customer education and implementation a step further.
• Maintain a cadence of engagement with customer stakeholders across a variety of communication channels.

Qualifications/Experience:

• 3 to 5+ years of work experience in a customer-facing role.
• Experience and familiarity in working with large Enterprise and/or Media organizations.
• Solid understanding of internet and video streaming technologies.
• Desire to help customers succeed - when they are successful, we are successful!
• Excellent communication skills and a customer-first attitude.
• Goal-oriented with a focus on maintaining processes and meeting deadlines.
• Experience in managing or helping to support high-profile events or engagements.
• Proven track record of using data and other information to create and deliver written/verbal presentations and visualizations.
• ble to work effectively and stay on-task in both fast-paced, high-touch situations as well as quiet, or stable ones.
• positive mentality, a willingness to be humble, and a desire to learn something new every day.
• Passionate about working hard as both an individual and as a team member.
• Native-level fluency in written and spoken English and Japanese, additional languages beneficial but not required.
• Willingness to travel.
• College degree.

Must Have:

• 3-5+ years of work experience in a customer-facing role.
• Customer Success, Relationship Management, and/or Account Management experience.
• Familiarity in working with large Enterprise and/or Media organizations with solid understanding of internet and video streaming technologies.
• Excellent communication skills and a customer-first attitude.
• Native-level fluency in written and spoken English and Japanese, additional languages beneficial but not required.

Benefits : Medical Insurance, Equity, Work From Home, Paid Time Off.", "salary_raw": "Row(double=None, string='$8,885,475 year')"}