MD
Senior Customer Experience Manager-from Online Video Streaming Industry
Macpower Digital Assets Edge Private Limited
🇯🇵 Japan
Remote
Manager or above
5 days ago
$8,885,475 / year
- Health insurance
- Equity
5 days ago
- We are searching for a highly motivated professional with Customer Success, Relationship Management, and/or Account Management experience to join our team as a Senior Customer Experience Manager (CXM).
- Our ideal candidate is someone who is familiar with and who is passionate about the online video and streaming space: is this person you are?
- If it is, then it means you will be enthusiastic about making a customer's overall experience a successful one.
- You will be able to demonstrate prior experience working with customer stakeholders in a way that makes them feel heard and valued.
- You will know how to bring a "customer first” mindset to everything you do. You will be comfortable self-managing your workload in a highly visible role that requires a combination of skills like project management, technical expertise, product education, peer-to-peer coaching, and many others in order to be successful and ideally you will have had previous experience working with high-touch, high-spend customers in a customized or "white glove” capacity.
- Establish a trusted, strategic-advisor relationship with Platinum+ customers (some of our most valuable) to help drive continued value for our products and services.
- Proactively identify customer challenges and take ownership in order to develop action plans to address those problems.
- Listen intentionally and act as the voice of the customer within company.
- Partner with customer stakeholders to establish mutual goals and/or other key performance indicators to stay aligned on what success means.
- Generate fresh ideas and best practices on how to proactively improve the experience of our customer-users and increase our product adoption.
- Gauge customers' levels of engagement and provide feedback to other teams by collaborating cross-functionally on an ongoing basis.
- Be a champion for our technical best practices, working with our internal SMEs to educate customers on the best and most effective ways to implement our products.
- Take the lead and manage initiatives to completion, often while working within tight deadlines.
- Work on multiple items in parallel for customers at any given time, and adjust priorities on-the-fly when necessary.
- Assist other team members to identify up-sell opportunities or areas for further product adoption.
- Demonstrate product expertise and familiarity in day-to-day customer interactions, and know when to pull in SMEs to take customer education and implementation a step further.
- Maintain a cadence of engagement with customer stakeholders across a variety of communication channels.
- 3 to 5+ years of work experience in a customer-facing role.
- Experience and familiarity in working with large Enterprise and/or Media organizations.
- Solid understanding of internet and video streaming technologies.
- Desire to help customers succeed - when they are successful, we are successful!
- Excellent communication skills and a customer-first attitude.
- Goal-oriented with a focus on maintaining processes and meeting deadlines.
- Experience in managing or helping to support high-profile events or engagements.
- Proven track record of using data and other information to create and deliver written/verbal presentations and visualizations.
- Able to work effectively and stay on-task in both fast-paced, high-touch situations as well as quiet, or stable ones.
- A positive mentality, a willingness to be humble, and a desire to learn something new every day.
- Passionate about working hard as both an individual and as a team member.
- Native-level fluency in written and spoken English and Japanese, additional languages beneficial but not required.
- Willingness to travel.
- College degree.
- 3-5+ years of work experience in a customer-facing role.
- Customer Success, Relationship Management, and/or Account Management experience.
- Familiarity in working with large Enterprise and/or Media organizations with solid understanding of internet and video streaming technologies.
- Excellent communication skills and a customer-first attitude.
- Native-level fluency in written and spoken English and Japanese, additional languages beneficial but not required.
Senior Customer Experience Manager-from Online Video Streaming Industry · Macpower Digital Assets Edge Private Limited