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Senior Customer Success Manager

JW Player

JW Player

Customer Service, Sales & Business Development
United Kingdom · Remote
Posted on Thursday, August 31, 2023

About JW Player:

JWP is the game-changing video software and data insights platform that's revolutionizing the Digital Video Economy. With our cutting-edge technology, we give our customers unparalleled independence and control over their digital video content. We began over a decade ago as an open-source video player, but today, JWP is the driving force behind digital video for hundreds of thousands of businesses worldwide. And with over 1 billion viewers tuning in every month across 2.7 billion unique devices, there's no limit to what we can achieve. We're on the lookout for passionate and innovative candidates who are ready to join us on this journey of transforming the world of digital video.

The Customer Success Team:

The Customer Success team at JWP is a vital component of our ongoing success. Beyond building strong client relationships, this team is instrumental in driving a substantial portion of our company's revenue through renewals and fostering growth within existing partnerships.

The Opportunity:

We are looking for a Senior Customer Success Manager to join our dedicated team in the United Kingdom. This role presents an exciting opportunity for you to become an integral part of our success in the Publishers space. By working closely with some of our largest named clients, you will have the chance to contribute to JWP's growth in the booming video industry. With your consultative approach and focus on our product, you will play a crucial role in retaining and growing relationships with media companies in the United Kingdom and other parts of Europe. This position offers a dynamic and collaborative environment where you can make a significant impact on our business and the achievements of our valued customers.

While this is a remote opportunity, we are only considering candidates who are based in the United Kingdom.

As a Senior Customer Success Manager, you will:

  • Drive the success of digital publishers by leveraging your industry and product knowledge.
    • Your main focus will be on optimizing ad revenue and maximizing the monetization of video content, helping customers achieve their key performance indicators (KPIs).
  • Establish and nurture relationships with multiple stakeholders within large and complex customer organizations.
    • By understanding their individual goals and objectives, you will facilitate their achievement and provide valuable support.
  • Concentrate on product adoption, expanding the depth and breadth of our customer relationships.
    • Through a comprehensive understanding of our offerings, you will guide customers in fully leveraging our platform's capabilities.
  • Manage the entire customer lifecycle, from onboarding and implementation to negotiating renewals.
    • By ensuring multi-level alignment and identifying opportunities for expansion, you will contribute to the growth of our product within customer accounts.
  • Collaborate closely with an Account Executive, taking joint ownership of the revenue generated by your book of business. Together, you will strategize and uncover opportunities within your portfolio.
  • Work in close partnership with various teams within the organization, including Support, Product, and Technical Services. As the voice of the customer within JWP, you will advocate for their needs and contribute to their success.
  • Utilize internal systems such as Salesforce and Gainsight to gain a comprehensive understanding of customer data. You will also be responsible for maintaining and enhancing our CRM data.

Requirements for the role:

  • Bachelor's degree and a minimum of 5 years of relevant experience in ad tech, publishing, and/or digital media.
  • Willingness to travel as required to meet key customers.
  • Ability to deliver results by focusing on retention and driving pipeline growth for SaaS-based contracts.
  • Excellent interpersonal, organizational, and communication skills, both written and verbal.
  • Passion for understanding and adapting to new technologies.
  • Experience in a quota-carrying role with a strong emphasis on retention.
  • Proficiency in sales tools, including Salesforce.com.
  • Demonstrated analytical and problem-solving abilities.
  • High ethical standards and unwavering integrity.

Bonus Points:

  • Multi-Lingual
  • Familiarity with video ad tech
  • Sales Experience

Perks of being at JW Player, United Kingdom

Our goal is to take care of you and ensure you will be successful in your new role. Your success is our success!

As a full time employee, you will qualify for:

  • Private Health Coverage for you and your family
  • Competitive Paid Time Off
  • Stock Options Purchase Program
  • Quarterly and Annual Team Events - because team building is important!
  • Professional Career Program and Career Development Opportunities
  • Bi-Annual Hack Weeks for those who are interested in using their coding knowledge
  • Fireside chats with individuals at JW Player

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.