Technical Success Manager - Video Experiences, Product
London, England
4d ago

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.

The Video Experiences Product team are looking for an experienced SaaS Technical Success Manager with excellent communication skills and specific hands on coding and architecture experience (Javascript, iOS, Android).

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
  • Hands-on in creating code examples and walking customers through code use-cases across a range of technologies (Javascript, iOS, Android)
  • 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
  • Essential :

  • Up to date experience in a customer-facing technical role with hands on coding (Javascript, iOS, Android), ideally with SaaS technology
  • 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.

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