Customer Success Engineer

In this role, you’ll help the team

  • Actively serve a portfolio of assigned accounts, including some of the world’s leading content publishers in industries such as UGC, eCommerce, eLearning, sports, OTT, and new video markets.
  • Gain an understanding of client’s use cases and desired business outcomes, and help a large number of customers achieve these goals via Visionular’s products.
  • Help clients translate the business use cases they’re trying to crack into video solutions.
  • Serve as a bridge between Sales, Product and Engineering to ensure successful deployment and engagement with Visionular.
  • Implement customer engagement strategies, including consistent Executive Business Reviews.
  • Collaborate with Visionular’s sales team to expand customer relationships & ensure renewals.
  • Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, assisting in root cause analysis for critical issues, escalating customer issues as needed, and identifying solutions and resources.
  • Collaborate with marketing to grow the library of customer testimonials.
  • Inform customers of Visionular’s product roadmap & provide continuous customer feedback to Visionular’s Product team.
  • Stay current on Visionular’s products, competitive landscape, & video trends.

 

You may be a good fit for the role if you have:

  • Comfort establishing credibility with key customer decision makers & influencers.
  • Ease in speaking to stakeholders at all levels and various departments: from business executives to video algorithm engineers, with a strong capability of detailing difficult technical issues to both technical and non-technical professionals.
  • Working knowledge of video streaming and encoding technologies, such as either on-prem, cloud, hardware, or software.
  • At least 5-15 years of prior account management, customer success, and consulting experience, preferably within the enterprise software or video streaming industries.
  • Excellent written and verbal communication skills.
  • Willingness to work outside of normal business hours (As business needs dictate)
  • Ability to travel from time to time as needed to support the business.
  • Location: United States / remote ok.
  • Education: Analytical 4-year degree (Math, Computer Science, Engineering, Information Technology, etc.) required
  • Language: Bilingual (Mandarin/ English) required.

 

Expected Outcomes

  • Increased depth & breadth of product adoption across customer accounts.
  • Identification of additional revenue opportunities for the Visionular Sales team.
  • High revenue retention with limited churn & downsells.
  • Verifiable customer proof points, references, and case studies across the customer portfolio.
  • High NPS & Customer Satisfaction score.

 

Compensation And Benefits

The final compensation package for this role will be determined during the interview process and is based on a variety of factors, including, but not limited to, geographic location, internal equity, education, skill set, experience, and training.

Eligible roles may also be entitled to receive annual bonus-based compensation through Visionular’s incentive compensation program.