Customer Success Executive
Employer: Global technology company in the media area
Location: Remotely
Salary: up to 20 000 GBP per year
Cooperation model: B2B
Start date: ASAP
Our Client is a high-growth, global technology company that streamlines complex workflows and powers the creative industry. They're an online platform used by agencies and advertisers to control and distribute advertising content in over 100 countries.
Currently, they are looking for a skilled Customer Sucess Executive to provide day-to-day support for all users of Peach SaaS platforms and products. With a customer-centric focus you will also engage and empower clients to maximize the benefits and experience encouraging self-serve.
Your role is:
- To provide first-line support for users of SaaS products and services;
- To be responsible for providing service to inbound customer inquiries that are service-related by providing information and solutions as well as troubleshooting;
- To receive and process inbound queries from clients via telephone, email, and online chat function;
- To encourage and enable customers to self-serve;
- To maintain issue ownership, work through problem resolution, ensure timely communication with the customers;
- To ensure issues are escalated to other technical departments in a timely manner as and when required;
- To monitor real-time deliveries to broadcasters/publishers via digital network to ensure all deliveries are completed successfully and under the SLA;
- To provide Quality Control Check of digital files supplied by Clients;
- To liaise closely with Sales, Admin, and Platform Support;
- To assist with selected Sales tasks as required;
- To onboard of small new business accounts;
- To manage the account of all accounts between £1500- £4999 in value.
Your skills and experiences:
- Min. 6 months of experience in a similar role;
- Excellent support and troubleshooting skills;
- Strong interpersonal and communication skills;
- Ability to quickly build excellent relationships with managers, staff, and external customers;
- Demonstrate a passion for technology and thrive on interacting with customers
- Can-do attitude and an ability to work under pressure
- Highly organized, detail-oriented and proactive approach;
- Strong IT literacy, including Google Suite knowledge;
- Proficiency in spoken and written English (C1) and German (B2+/C1).
Nice to have:
- Fluency in second languages would be beneficial;
- Experience in delivering Customer Success for SaaS service in a technology setting;
- Experience in the advertising/media industry;
- Working knowledge of Non-Linear Editing software such as Premiere Pro;
- Working knowledge of encoding software and file formats;
- Media Communication Degree or similar experience or background.
Our client offers:
- International projects;
- Fully remote work;
- Amazing culture - collaborative, transparent, and fun;
- Personal and technical growth skills in a startup atmosphere.
