Customer Success Executive

CompanyCape.io is a high growth, global technology company that streamlines complex workflows and powers the creative industry.One of our technologies, Advanced TV, is an online platform used by agencies and advertisers to control and distribute advertising content in over 100 countries.Through our scope , we provide a cross-industry service for TV campaign administration and advertisement clearance, we also provide expert TV admin support for agencies, production companies and advertisers.Financially strong, the group has over 240 employees and is headquartered in Soho, London. With over 30 local offices, Peach’s worldwide presence across Europe, Asia Pacific, Australasia, the Middle East and the Americas is changing the way advertising works.Company VisionBecome the largest global SaaS provider for managing advertising content driven by our passion for solving customer needs with innovative products and smart service.Japan MarketJapan has now moved the majority of ad distribution to online delivery. It’s an industry wide change that will affect all advertisers and all stakeholders. Cape.io was one of the selected few to offer this online service as it began in 2017. We are growing our local customer success team to support existing and new clients and users of Advanced TV in Japan.Overview of RoleThe Customer Success Executive role in Japan is a vital part of the commercial organisation and will work closely on frontline user support, problem escalation/resolution as well as select account and project management activities and onboarding of small new business accounts.You will provide day-to-day support for all users of Cape.io SaaS platforms and products within the Japan market to Japanese customers. With a customer centric focus you will also engage and empower clients to maximise the benefits and experience of Cape.io while encouraging self-serve.Liaising closely with various advertising stakeholders such as Creative Agencies, Media Agencies and Post Houses, as well as Broadcasters and Publishers you will provide excellent and measurable levels of Customer Success to ensure a high level of user experience to increase customer retention.Responsibilities and key tasksFirst line support for users of Cape.io SaaS products and servicesResponsible for providing service to inbound customer inquiries that are service-related by providing information and solutions as well as troubleshootingReceives and processes inbound queries from clients via telephone, email and online chat functionEncourages and enables customer to self-serveMaintain issue ownership, working through problem resolution, ensuring timely communication with the customersEnsure issues are escalated to other technical departments in a timely manner as and when requiredReal time monitoring of deliveries to broadcasters/ ensure all deliveries complete successfully and within SLAProvide Quality Control Check of files and metadata supplied by ClientsLiaise closely with Sales, Admin and Platform SupportAssist with select Sales tasks as requiredOnboarding of small new business accountsManagement of delivery projectsEssential SkillsThe successful Customer Success Executive needs to demonstrate a passion for technology and thrive on interacting with customersExcellent support and troubleshooting skillsStrong interpersonal and communication skillsAbility to quickly build excellent relationships with managers, staff and external customersCan do attitude and an ability to work under pressureAble to communicate in written EnglishStrong numeracy skillsHighly organised, detail oriented and proactiveTeam playerStrong IT literacy, including Google SuiteUnderstanding the business focus and requirementsGood project management skillsPreferred SkillsExperience of delivering Customer Success for SaaS service in a technology settingExperience of the advertising/media industryWorking knowledge of Non Linear Editing software such as Premiere ProWorking knowledge of encoding software and file formatsMedia Communication Degree or similar experience or backgroundCommercial awareness