Customer Success Coach

Leuven, Belgium

Full-time

Job Description

THEOplayer is looking for customer success coaches to help us meet our ambitious growth objectives in the online video industry. Happy successful customers are a source of incredible information, providing insights in customer needs sowe can keep ahead in a fast-growing industry.

The customer success team works closely with both commercial and technical teams, listening to customers and identifying needs and concerns while representing the voice of the client internally, and the voice of the company externally.

In this process, it is important to keep the dialogue open and keep all relevant parties engaged: update the account manager on the process, provide the technical team with reproduction information and follow up on issue resolution progress and inform the client.

Besides responding to customer inquiries, we strongly believe in pro-actively engaging with customers on a regular basis to follow up if they are facing any challenges. Pro-actively following up is especially important at times when licenses will be extended or renewed as customers will need to be guided through the updating process.

In order to achieve these tasks, the candidate should be highly motivated and capable to communicate in both a customer facing role as well as on a technical level with the engineering team. This means providing first line support in helping customers with questions on video player capabilities and how to questions on usage of the player. To help customers, a basic technical knowledge on website development will be needed as well as solid people skills.

Most important however is the capability to understand the customer and the motivation to help all customers in the best possible way.

The online video market is a market growing at lightning speed. THEOplayer plays a pivotal role in the evolving video landscape and is a recognized market leader in the HTML5 player domain. In 2016 THEOplayer won the Streaming Media Reader's Choice Award in the Video Player category, confirming its game changing role.

One of the reasons we are able to achieve this is our highly effective and appreciated customer success process. In order to maintain this leading role and rise to further heights, we are looking for highly motivated members to join our team.

We value proven experience, prior success, intelligence and work ethic.

Thank you for taking the time to read the Desired Skills & Experience section in detail.

We take these criteria into account to assess candidates.

We will only get back to you if there is a relevant match between you and THEOplayer

Location

Leuven, Belgium (Europe)

Duties & Responsabilities 

  • Make sure customers are happy.
  • Resolve customer issues and commercial inquiries in cooperation with the commercial and engineering teams.
  • Identify customer needs and concerns and handle these accordingly.
  • Represent the voice of the customer internally and the voice of the company externally.
  • Keep the dialogue with customers open to pro-actively identify customer challenges.
  • Guide customers through the license extension and renewal process.
  • Bring your experience and ideas to advance our company's vision for the future.
  • Set up demo’s and examples to quickly answer customer questions.

Desired Skills & Experience

  • Being patient to help the customer as efficiently as possible.
  • Experience in HTML5, JavaScript and CSS.
  • Ability to understand and familiarize quickly with technical products.
  • Strong analytical, critical thinking and problem solving skills.
  • Understand the dynamics of an international fast-growing scale-up.
  • Tons of energy, passion, humor and enthusiasm.
  • Exceptional English written and verbal communication skills.
  • Strong communication and interpersonal skills: courteous, well spoken and polished.
  • Knowing the online video industry is a plus.

Interested to take the challenge?

Send your cover letter and CV to pieter-jan.speelmans@theoplayer.com or apply through LinkedIn.

An application where you explain and motivate how and why you will make a difference is much appreciated. We will only get back to you if there is a relevant match between you and THEOplayer.



Not a Customer Success Coach, but open for a career at THEOplayer? We also have the following openings: