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If you've used Disney+, Peacock, or other top streaming platforms, you've already benefited from Conviva's technology. We empower the world’s leading B2C companies, including the biggest names in streaming media, to deliver exceptional digital experiences and optimize the “moments that matter” to their customers and their business. As the global leader in experience-centric operational analytics, Conviva has redefined big data analytics with our paradigm-shifting Time-State Analytics model. Our platform does what legacy observability and monitoring tools can’t: we eliminate the gaps between system performance, user experience, and engagement, enabling issue identification, impact assessment, and root cause resolution in seconds. This isn’t just important, its game-changing! Our platform processes over 5 trillion daily events, providing real-time, cost-effective, stateful computation across diverse data sets. This empowers operations teams for the first time to precisely and directly impact real-world business outcomes, including customer satisfaction and revenue.

Conviva is seeking a Manager for Customer Success Engineers, to support our Real Time Analytics Platform, who will report to our Director, Customer Success, based out of Bangalore, with at least three days per week work from office from our Bangalore office. The ideal candidate will have prior experience in managing or leading a team in technology consulting, measurement and analytics solutions. They will act as a trusted advisor and provide technical leadership to our global enterprise customer success groups & clients, leading activities, initiatives and programs towards world class customer onboarding, adoption, renewal and retention across a diverse set customer groups. As a people manager and customer-facing technologist, the candidate must have excellent communication, organization and interpersonal skills.

What Success Will Look Like:

  • Manage and lead a team of Customer Success Engineers/Specialists.
  • Provide technical leadership, ensuring successful delivery of technical and business goals.
  • Drive technical enablement and create technical knowledge base for the team.
  • Onboarding, training and mentoring team members.
  • Set goals, objectives and monitor performance in line with the company’s goals and objectives.
  • Drive, monitor, motivate and manage team’s performance.
  • Drive strategies, initiatives and improvement plans to effectively and efficiently deliver company’s goals and objectives.
  • Act as an escalation point of contact for technical and business issues.
  • Act as a single point of contact, representing team related business updates, metrics and issues.
  • Own a few assigned accounts as CSE and be the technical authority on our solutions and trusted advisor on those accounts.
  • Work with the customers and sales team through the onboarding and training phase.
  • Drive engagement, adoption and customer experience metrics to ensure customer stickiness, retention and renewals.
  • Deliver outcome driven product demos, technical and business reviews.
  • Collaborate internally with different business units to drive continuous improvement and a superior customer experience.
  • Provide feedback on key features or product limitations that are inhibiting usage, adoption and growth.
  • Work on debugging and resolving specific technical issues either directly or by collaborating with the internal teams.

Who You Are & What You've Done:

  • 7+ years of experience in a client-facing Post-Sales customer success, professional services, or technology consulting role in measurement/data/application analytics solutions and SaaS
  • 3+ years of experience in managing or leading a team of Customer Success Engineers/Specialists/technical account managers/professional services individuals.
  • Strong experience of leading or conducting meetings and presentations to senior executives and mixed technical and non technical customers.
  • Knowledge/Expertise in Digital/OTT Video delivery infrastructure and ecosystems.
  • Experience analyzing and working with big data sets.
  • Keen attention to detail and consistent follow-through to commitments
  • Comfortable balancing the intersection of technology and business challenges.
  • Ability to work autonomously and to prioritize tasks while managing a diverse workload in a fast-paced environment.
  • Excellent communication skills, strong presentation skills, and writing skills.
  • Willingness to travel up to 20% across the region.
  • Desirable: Experience with Databrick, Big Query, Snowflake, Tableau, New Relic, Dynatrace or similar monitoring technologies.

Underpinning the Conviva platform is a rich history of innovation. More than 60 patents represent award-winning technologies and standards, including first-of-its kind-innovations like Time-State analytics and AI-automated data modeling, that surface actionable insights. By understanding real-world human experiences and having the ability to act within seconds of observation, our customers can solve business-critical issues and focus on growing their business ahead of the competition. Examples of the brands Conviva has helped innovate, adapt, and scale at unprecedented speed include: DAZN, Disney+, HBO, Hulu, NBCUniversal, Paramount+, Peacock, Sky, Sling TV, Univision and Warner Bros Discovery. 

Privately held, Conviva is headquartered in Silicon Valley, California with offices and people around the globe. For more information, visit us at www.conviva.com. Join us to help extend our leadership position in big data streaming analytics to new audiences and markets! 

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Confirmed 8 hours ago. Posted 17 days ago.

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