Job Description
Netskrt Systems is seeking a Customer Success Manager. We are a highly motivated team dedicated to delivering products and services that improve both the consumer experience when accessing internet video at the edges of the internet and the performance of those networks for the network operator. We have developed a set of interrelated technologies targeting businesses that offer high-speed internet access to their customers, but which operate within challenging networking environments. The Product Strategy organization is responsible for overseeing Netskrt products, the strategy being executed and delivered by the Netskrt products, and the success of Netskrt customers in making use of our products and services. The Product Strategy team includes Product Management, Analytics, and Customer Success. The Customer Success team is expected to work closely with the Product Management team and other Netskrt teams. This position can be based in the Vancouver, BC office (hybrid work) or in the western US states such as Washington, Arizona, or California (see separate posting if you are in the US).
About You
You enjoy solving problems and have a customer-centric mindset. You are passionate about learning new technologies and running systems and software in the real world. You must enjoy a close-knit team environment of shared responsibility and be a team player and a self-starter. You have exceptional technical skills and enjoy solving challenging problems. You are a quick learner, adapt easily, and have great interpersonal and communication skills. As part of the Netskrt team, you will have the opportunity to contribute to the design and implementation of solutions solving challenging problems in a startup environment, working with accomplished engineers with a proven track history of success.
Responsibilities:
In this role you will:
Demonstrate ownership
- Take accountability for the technical solution required for content customers, such as direct-to-consumer OTT providers.
- Be accountable for customer onboarding success.
- Own the ongoing technical relationship and communication with the customer.
- Own the effectiveness of the onboarding process and work with others to agree on priorities and improve the process.
- Liaise with SRE, development, and management team members during customer onboarding to achieve successful integration and configuration and increase Netskrt CDN utilization.
- Use meaningful metrics to identify opportunities to improve performance and solutions for customers.
- Implement tools and automation to improve and optimize customer onboarding and engagement.
Advocate for the customer and the product
- Advocate for customers during and after the onboarding process, representing their needs and issues to the technical and service groups in Netskrt.
- Ensure consistent and appropriate communication between customers and Netskrt groups for successful onboarding and ongoing solution success.
- Provide support to customers by responding to direct inquiries and as needed by Netskrt support after customer onboarding.
- Position and present the Netskrt product and solution options appropriately to customers to determine the best fit.
- Identify and communicate requests for additional product features and functionality and suggested improvements to the product identified by you or the customer to the Product Management team.
You will work in tandem with our sales and business development team, being introduced to customers during the sales cycle. You will be responsible for the technical relationship with the customer and the ongoing success of their deployed solution. You are expected to have in-depth knowledge of product functional capabilities and technical architecture and possess a good understanding of the sales enablement landscape.
You will be expected to define and document solutions for customer integration with Netskrt services and be able to describe these to the customer’s technical and business stakeholders. The successful candidate will possess an outstanding record of professional experience and will thrive in an environment that demands accountability. You will be a key member of a team that understands the big-picture perspective and instills a customer-first attitude.
Required Qualifications, Skills, Experience:
At least five (5) years of technical industry experience- At least (2) years’ experience in a customer-facing or business-to-business communications role
- Deep understanding of OTT content delivery protocols, standards and specifications
- Analytical mind with excellent problem-solving skills
- Excellent written and verbal communication skills
- Excellent time management, communication, decision-making, presentation, and organizational skills
- Ability to understand, modify, and create tooling in scripting languages such as JavaScript, Python, Bash, or PowerShell
Desired Qualifications:
BA/BS degree with a concentration in computer science- Experience with caching and CDN (content delivery network) technologies (Amazon Cloudfront, Akamai, Fastly)
- Experience in video streaming protocols
- Experience contributing to software repositories using source control tooling such as Git or SVC
- Working knowledge and experience of TCP/IP networking and related networking services such as DNS, BGP and IPv4/6.
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