Customer Success Manager

If you've used Disney+, Peacock, or other top streaming platforms, you've already benefited from Conviva's technology. We empower the world’s leading B2C companies, including the biggest names in streaming media, to deliver exceptional digital experiences and optimize the “moments that matter” to their customers and their business. As the global leader in experience-centric operational analytics, Conviva has redefined big data analytics with our paradigm-shifting Time-State Analytics model. Our platform does what legacy observability and monitoring tools can’t: we eliminate the gaps between system performance, user experience, and engagement, enabling issue identification, impact assessment, and root cause resolution in seconds. This isn’t just important, its game-changing! Our platform processes over 5 trillion daily events, providing real-time, cost-effective, stateful computation across diverse data sets. This empowers operations teams for the first time to precisely and directly impact real-world business outcomes, including customer satisfaction and revenue.

Our Customer Success Organization is tasked with ensuring that each customer has successful relationship with our Conviva platform. To support that goal, we are seeking a Customer Success Manager based out of Bangalore to continue this extraordinary work and grow our business. 

Your focus will be to engage with our most important customers post-sale and drive user adoption and satisfaction to ensure high retention. You will work with customers to deliver an outstanding onboarding experience, realize the full value of Conviva and ensure that they achieve success in their business goals.

What Success Will Look Like:  

• Supervise and drive account health and adoption with customers for overall success
• Develop strong, long-term and loyal mid & senior level client relationships at the operational level
• Maintain a deep understanding of the customer’s business as well as their technical environment
• Build out Customer Success Plans that align technical concepts and features to business needs
• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews
• Function as the voice of the customer and provide internal feedback on how Conviva can better serve our customers
• Advise all services resources and projects, aligned to the Customer Success Plan, to ensure customers envision the value Conviva has.
• Ensure any account issues are resolved quickly, using resources from across the Customer Success Engineering, Customer Support, Sales, and Engineering teams
• Be a joint partner with Sales to identify revenue opportunities through the upsell of new services and contract renewals
• Direct and execute POD resources to achieve customer goals 

Who You Are & What You've Done: 

• Minimum of 6+ years of experience in customer/account management at a leading technology company
• Must be experienced in the domain of Observability and Monitoring.
• Strong technical background and sales/customer orientation
• Strong ability to correlate technical concepts & features with business needs
• Ability to learn and adapt quickly in a high-growth, dynamic environment
• Previous experience of observability tools (infrastructure, application, web or mobile, user experience)
• Experience effectively running large, sophisticated, global customer engagements throughout different stages of their lifecycle, with a focus on customer success
• Must be able to grasp the key drivers of the business, be comfortable with multi-tasking and have the ability to independently prioritize tasks given business drivers
• Be able to travel to customer as needed
• Conviva is requiring employees to be in the office per applicable policy 

Underpinning the Conviva platform is a rich history of innovation. More than 60 patents represent award-winning technologies and standards, including first-of-its kind-innovations like Time-State analytics and AI-automated data modeling, that surface actionable insights. By understanding real-world human experiences and having the ability to act within seconds of observation, our customers can solve business-critical issues and focus on growing their business ahead of the competition. Examples of the brands Conviva has helped innovate, adapt, and scale at unprecedented speed include: DAZN, Disney+, HBO, Hulu, NBCUniversal, Paramount+, Peacock, Sky, Sling TV, Univision and Warner Bros Discovery. 

Privately held, Conviva is headquartered in Silicon Valley, California with offices and people around the globe. For more information, visit us at www.conviva.com. Join us to help extend our leadership position in big data streaming analytics to new audiences and markets!