Customer Success Manager

Description

About LiveU

Come and join the world's leading provider of live IP video solutions. LiveU's patented cellular bonding technology is used by the world's top broadcasters (e.g. AP, BBC, CBS & CNN) and leading sports organizations (e.g. FIA World Rally Championship, NBA, LaLiga 2|3). LiveU offers a complete range of portable devices for live video coverage together with cloud-based management and video distribution solutions.

LiveU is the pioneer of bonded cellular technology that allows storytellers to share their content with their audiences from wherever and whenever the story is. As the market leader, our customers include nearly all of the biggest and best storytellers across news, sports, entertainment and digital, as well as communicators in fields as diverse as Pro-AV markets like Houses of Worship, Public Safety, Education, Non-Profit and Corporate.

As the LiveU Customer Success Manager, you will fully own the relationship with our mid-market accounts. From onboarding, through implementation, continued support, and renewals, you will be responsible for the client life cycle of your book of business. You will help develop and implement a long-term strategic plan for scale clients, ensuring that these clients continue to receive stellar support and attention. Lastly, you will work closely with other teams at LiveU to surface customer feedback and facilitate growth opportunities when relevant.

Location: Remote or Hybrid, based on location, our offices located in Hackensack, New Jersey.

The CSM will be responsible for:

• Onboard new clients into LiveU's system.

• Renew all of the clients in your book of business.

• Create and implement a scaled client engagement strategy.

• Provide support to all mid-market clients.

• Work with the clients to identify and close upsell opportunities.

• Work closely with the Account Executive team to support larger opportunities.

• Partner with other teams at LiveU to surface customer feedback and ensure client satisfaction.

• Maintain accurate records of customer interactions and support cases in the CRM system.

• Participate in client meetings and demonstrate product features and capabilities.

Requirements

• 4+ years of experience in a client-facing role, working with mid-market accounts.

• Tech-savvy with strong analytical and technical skills.

• Problem-solver, resourceful, and independent.

• B2B SaaS background is strongly preferred.

• Superb writing and communication skills.

• Bachelor's degree - preferably in a highly quantitative field.

• High interpersonal skills and ability to empathize and understand the customer.

• Willing to travel at least 10% of the time.

Why you should join us:

The mission

• LiveU democratizes storytelling - we reduce the complexity, the constraints and the cost of remote, video transmission, meaning more people can share their story from more places, more of the time.

The technology

• LiveU invented the core technology, acting as a true disruptor. Now as the established market leader, LiveU continues to invest in peerless products and innovations that our customers really love.

The people - our family are pioneers - they take personal risks, they dare to be different and they are passionate about what they do. Our people, like our products, are reliable - they pride themselves on meeting expectations, pragmatically pushing forward and collaborating together to get good work done. And our people are open - curious about new ways of working, developing, learning and transforming. We are diverse, inclusive and welcoming - honesty and integrity are table stakes.

Our people are PROs, fun loving, but professional. If you are a demand generation specialist looking to make a real impact we've saved you a spot , come and join us.

Basic requirements