Customer Engineer

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NPAW has a decade of experience developing groundbreaking and scalable big data and business intelligence solutions that help online media services make data-driven decisions to move their business forward.

YOUBORA, the company’s flagship product, is the most advanced BI platform correlating data across entire media services. With YOUBORA, content providers gain an in-depth, real-time understanding of their platform’s performance and their audience’s behavior. This AI-powered solution provides descriptive and prescriptive insights to reduce churn, proactively manage users, optimize content discovery, increase advertising efficiency and overcome technical and operational issues.

Description

We are looking for a CUSTOMER ENGINEER/SOLUTIONS CONSULTANT to work along with customers and the Sales and Customer Success teams to ensure a successful customers’ on-boarding and integrations.

Responsibilities

From a sales standpoint:

  • Technical communications with prospects and customers showcasing the product, providing technical details, resolving service related issues.
  • Collaborate with the development team to attend customers' specific needs
  • Collaborate with product management to bring important insights from the customers’ and prospects’ point of view
  • Help develop new business with existing clients and/or identify areas of improvement with existing clients and collaborate with sales teams to grow opportunities and ensure growth attainment to exceed sales quotas.

During the presales stage:

  • Secures input from all necessary solution stakeholders. Adapts solutions, as necessary, to ensure appropriate support.
  • Customers’ follow up and expectations’ management.
  • Writing technical offerings and integration documentation.
  • Coordinates closely with sales and service resources to align solution design with customers’ business requirements. Examples: POC, RFI, RFP’s, etc.
  • Supports Sales on Product demonstrations when required
  • Secures from customer technical staff commitments needed to ensure a deal’s “technical close.”

As a technical account manager:

  • Operate as the point of contact for any technical matter specific to your customers.
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
  • Prepare reports on account status.
  • Assist with high severity requests or issue escalations as needed.
  • Supports the Customer Success Manager to ensure clients are making the most of the Platform

Requirements

  • Communication skills. Ability to explain ideas, procedures and technical information to all kind of audiences.
  • Tech savvy person. Ability to understand technical documentation and extract the product value. Understanding video delivery technology formats and codecs, video delivery protocols, player technologies, etc. will be a plus.
  • Empathy and social boldness: Ability to manage customers’ expectations and to mediate between parties (work along with QA, Sales, Development)
  • Customer-oriented person. You're our customers' advocate and everything is possible, it's just needed to find the way.
  • You are an autonomous person.
  • 3-5 years of experience as Technical Account Manager / Account Manager / Customer Support in an IT / SaaS Company.
  • Fast learner person, able to understand the product and the audience/Industry.
  • A results-oriented person with focus, perseverance, determination, and energy.
  • Excellent communication skills. Able to listen, understand and offer a better solution to the non-existing and existing customers, with the ultimate aim of forming and nurturing long-term contractual relationships.

Benefits

  • If you want to join a fast growing company and be part of a an amazing technological challenge, this is your opportunity! Besides, you will enjoy a great working atmosphere and a lovely international team (we have more than 20 nationalities!)
  • We offer career development opportunities. In fact, 53% of the roles in management and middle management were internally hired.
  • We also help you to develop your skills when needed (languages, product, technology training...)

Or, know someone who would be a perfect fit? Let them know!

São Paulo, Brasil

São Paulo Directions

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