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Customer Success Manager

JW Player

JW Player

Posted on Friday, May 31, 2024

About JWP:

JWP is transforming the Digital Video Economy as a trusted partner for over 40,000 broadcasters, publishers, and video-driven brands through our cutting-edge video software and data insights platform. JWP empowers customers with unprecedented independence and control over their digital video content. Established in 2004 as an open-source video player, JWP has evolved into the premier force driving digital video for businesses worldwide. With a rich legacy of pioneering video technology, JWP customers currently generate 8 billion video impressions/month and 5 billion minutes of videos watched/month. At JWP, everyone shares a passion for revolutionizing the digital video landscape. If you are ready to be a part of a dynamic and collaborative team then join us in shaping the future of video!

Remote Policy:

At JWP, we have adopted a remote work policy, with all our employees working remotely. While we value remote work, we can only consider candidates who are currently located within the country of the job posting. Regrettably, candidates outside of the country of posting will not be considered, and JWP does not provide relocation assistance. This policy is aligned with our operational setup.

The Customer Success Team:

The Customer Success Team at JWP plays a significant role in driving continued business growth by fostering strong client relationships. Each team member is accountable for retaining a book of SaaS customers and driving revenue growth through renewal, upsell, and cross-sell opportunities. Proficiency in product knowledge, contract negotiation, and effective teamwork are essential aspects of our day to day.

The Opportunity:

We are looking a Customer Success Manager based in Mexico to join our broadcast accounts team. Managing a diverse range of customers utilizing our broadcast-focused technology, our Customer Success Managers are pivotal to JWP's expansion. With a consultative approach and product-centric mindset, this individual will be responsible for deeply understanding the technology needs of each customer and aligning them with the JWP platform.

As a Customer Success Manager, you will:

  • Act as the voice of the customer at JWP.
  • Drive the success of video-focused businesses through industry and product expertise.
  • Assist customers in achieving their video distribution and monetization key performance indicators (KPIs).
  • Cultivate and grow relationships with key stakeholders within large and complex customer organizations to understand and support their individual objectives.
  • Emphasize product adoption to enhance the depth and breadth of our customer relationships.
  • Manage the end-to-end customer lifecycle, including onboarding, implementation, negotiating renewals and upsells, and identifying expansion opportunities.
  • Collaborate with a Solutions Engineer to jointly oversee the technical implementation of each customer in your book.
  • Collaborate with other departments such as Support, Product, and Professional Services to advocate internally for your customers.
  • Utilize internal systems including Salesforce and Zendesk.

Requirements for the role:

  • Bachelor’s degree and/or a minimum of 2+ years of relevant experience.
  • Ability to drive revenue retention and recurring revenue growth of SaaS-based customers.
  • Solid interpersonal, organizational, and communication skills, both written and verbal.
  • Enthusiasm for understanding and learning new technology.
  • Experience working towards individual retention goals.
  • Proficient in CRM tools, including Salesforce.com.
  • Strong analytical and problem-solving abilities.
  • High ethical standards and integrity.
  • Fluency in Spanish.

Bonus Points:

  • Fully bilingual (English & Spanish).
  • Ability to travel to the United States as required by the business.
  • Previous experience in Consulting, Project Management, or Customer Success roles.
  • Experience with retention forecasting.
  • Knowledge of Online Video Platforms (OVP) or Ad-Tech.

Perks of being at JWP, Mexico

JWP partners with Deel for employment in Mexico. When you join us, 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 are eligible for the following benefits:

  • Competitive Paid Time Off
  • New Employee Home Office Setup Stipend
  • Monthly Connectivity Stipend
  • 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 JWP

*Benefits are subject to location and can change at the discretion of the Company.

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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.