NPAW is the leading video intelligence company helping online streaming services grow.
A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.
Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions.
NPAW serves more than 150 video services and processes, with over 200 billion plays per year worldwide.
Established in 2008 by co-founders of the video streaming service Rakuten TV.
NPAW has offices in Barcelona and New York with teams around the world.
For more information, visit NPAW.
DescriptionJoin our Product Analytics team as a Customer Engagement & Solutions Specialist, where you play a pivotal role in enhancing customer experiences through our analytics platform.
This position is integral to understanding customer needs within the sales process, supporting Sales Executives, and ensuring a seamless Proof of Concept (POC) process in collaboration with the Product Team.
You will be vital in aligning customer goals with our onboarding process, overseeing the efficiency of integration handled by Integration Engineers, and facilitating comprehensive training programs.
Your goal is to ensure high levels of customer satisfaction and promote user adoption of our platform.
ResponsibilitiesAct as a key point of contact for customers, deeply understanding their needs and aligning them with our onboarding processes.Work alongside Integration Engineers to streamline the integration process, ensuring it is efficient and meets customer requirements for a seamless experience.Develop and execute customer training sessions, ensuring users are well-equipped to utilize our product to its full potential.Manage and enhance customer satisfaction and user adoption through ongoing support, regular check-ins, and by acting on customer feedback.Liaise between customers and our internal teams, including Customer Engineering for technical queries and the Product Team for feature requests or feedback.Utilize data modeling knowledge to support customers with data structuring and analysis interpretation, creating custom dashboards and providing actionable insights.Monitor customer health metrics, including usage patterns, satisfaction levels, and overall engagement, to inform strategy and interventions.Provide troubleshooting assistance to resolve any technical issues and collaborate with the product team to address and resolve technical challenges. RequirementsProven experience in a customer-facing role within the technology, software, or SaaS industries, with a strong focus on customer success and engagement.Adept at conducting effective customer training sessions and driving user adoption and satisfaction.
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