Customer Success Engagement Manager

at  Whip Media

WHIP MEDIA IS REINVENTING THE WAY THE $275B ENTERTAINMENT INDUSTRY WORKS EVERY SINGLE DAY BY TRANSFORMING THE GLOBAL CONTENT LICENSING ECOSYSTEM. WE HAVE A MARKET LEADING ENTERPRISE SOFTWARE PLATFORM THAT CENTRALLY CONNECTS DATA, PROCESSES AND TEAMS THROUGHOUT THE DIGITAL DISTRIBUTION JOURNEY. WE’RE ALSO POWERED BY A UNIQUELY TALENTED AND HIGHLY EXPERIENCED TEAM WITH A DIVERSE SKILL SET ACROSS DATA, ENTERTAINMENT, SAAS AND TECHNOLOGY. WITH WHIP’S PREDICTIVE INSIGHTS AND PROPRIETARY DATA, WE ENABLE THE WORLD’S TOP ENTERTAINMENT ORGANIZATIONS TO EFFICIENTLY DISTRIBUTE, CONTROL AND MONETIZE THEIR TV AND MOVIE CONTENT TO DRIVE REVENUE AND DIRECT-TO-CONSUMER GROWTH. ALSO, WHILE THE CHALLENGES WE SOLVE ARE SERIOUS, WE’RE NOT. WHIPSTERS HAVE FUN EVERY DAY BECAUSE WE LOVE WHAT WE DO! SO, IF YOU’RE LOOKING TO INSPIRE, BE INSPIRED AND WORK AT THE INTERSECTION OF ENTERTAINMENT AND TECHNOLOGY LOOK NO FURTHER THAN WHIP MEDIA.

Whip Media is seeking a Customer Success Engagement Manager based in the UK to manage and support engagements and projects with ongoing customer relationships. Reporting into the Director of Customer Success, the role’s main focus is to make our customers successful.
Whip Media’s preferred candidate will have Customer Success and engagement/account management experience. The role will enable you to work as part of a collaborative and highly engaged cross-functional team that engages directly with customers and internal stakeholders to facilitate an exemplary customer experience. You should be a self-starter who is able to act as a customer facing representative of the company, quickly take on new tasks, manage time efficiently, become a subject matter expert, and fill in gaps where needed.
Comfort with internal and external communication is a must. This opening is a customer-facing role and is an opportunity to build upon skills communicating directly with key internal and external stakeholders, onboarding customers and their partners, documenting business processes, managing issue resolution, building trusted advisor relationships, defining requests to Engineering, taking ownership of on-going request triaging, and ensuring financial milestones and renewal targets are met.

• First point of contact for customer
• Encourage Whip Media platform adoption and enhance customer satisfaction
• Track and manage contract renewals with sales leads for all assigned customers
• Gain in-depth proficiency in Whip Media product features to facilitate new customer onboardings and provide on-going production support post go-live
• Develop a deep understanding of Client’s business processes, use cases and day-to-day data operations
• Create and manage functional requirements and user stories for system enhancements
• Manage customer issues in look to resolve in a timely manner and see them through to closure
• Create user guides, training materials and conduct end-user training (with PM)
• Document release notes for quarterly releases
• Collect and maintain ideas, knowledge, implementation details and track issues using JIRA
• Work closely with Professional Service Lead for delivery of solutions & transition to BAU process
  Requirements: