Video Experiences Unit is a l eading OTT products and services provider delivering best-of-breed products and components as well as comprehensive end-to-end solutions.
We serve both end-to-end clients and those who wants to internalise part of their platform through products and components.
They will possess a strong drive for results and can use their technical understanding of the product and knowledge of the market, customers, and competitors to clearly explain the unique value the mtribes product brings to potential and existing customers.
Duties will include a broad range of tasks relating to the success of the full customer lifecycle including :
Client relations and technical responsibilities
Serve as a primary contact for the technical onboarding and conversion of new customers and customers during a trial period
Engage directly, understanding their needs and providing a technical setup of our product, guiding them to take full advantage of our platform
Guide customers integrating mtribes across their stack (web, mobile, TV, server-side), proactively providing technical advice to the customer where needed
When not engaging with customers, creating a repository of sample apps and code samples that demonstrate how the platform supports key customer use cases
Evaluate and improve onboarding processes, tutorials and other communication infrastructure to improve training of platform end users, as well as post go-live support
Customer engagement and growth
Build and maintain ongoing customer relationships and networking
Give demos or presentations to potential customers
Drive additional value by encouraging deeper feature adoption
Be the trusted partner for the customer on use-case, product functionality and technical integration
Understand and communicate upcoming roadmap, assist customers with upgrades and encourage customers to raise feature requests
Contribute to revenue generation through renewals, upsells, and expansions
Create evangelists and advocates among your customer base
Minimise customer churn by : Periodic check-ins with existing customers, monitor account health Deliver and communicate ROI for our clients, throughout the customer lifecycle Handling and resolving customer requests and complaints.
Respond to alerts, red flags, poor health, or direct customer support relating to critical or overdue customer support tickets
Aid in product design, product development and the end-to-end developer experience through synthesis of customer feedback and working with internal teams to respond to customer needs
Understand what key audiences need to know about the product (and what it does) in order to make a purchase
Translate technical functionality into use-case centric content that resonate with the target audiences
Engineering, Science or Communications Degree or equivalent
Can deal with a variety of stakeholders, whether engineers, product or marketing
Ability to explain complex technical concepts to customers clearly and concisely
Knowledge of customer success processes
Highly organized and able to multi-task
Self-driven and proactive nature
Patient and active listener
Passion for technology. Keep up-to-date with the latest industry trends and share that knowledge within the team
Some of our Company perks :
Global company with huge growth potential
Small, creative, close-knit Engineering / Tech team who love to collaborate
Support with your career development and access to training
Casual dress code
Regular company and team social events
Free refreshments in the office
Shortlisted candidates will be contacted by telephone for a screening and those who meet the requirements will be invited to a face-to-face interview.
We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process.
Depending on the role this normally includes a written test and interview.