Customer Success Associate

Customer Success Associate

OTTera Customer Success Associates act as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle.

Duties and Responsibilities

• Implements strategies and processes that deliver consistent customer satisfaction and retention.
• Ensures that onboarding processes are precisely executed to build a strong customer relationship.
• Utilizes extensive product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes.
• Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers.
• Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges.
• Advocates for solutions, product enhancements, and other actions to meet the needs of customers.

What will my day look like?

• Learn, translate, and enhance OTTera OTT and linear product knowledge documents.
• Support and train personnel to produce process flow suggestions and in some cases directly implement changes.
• Work with OTTera customers directly to assist requests for on-boarding, training, and general support.
• Work with OTTera sales and technical teams to provide product demonstrations and assist in answering general product workflows.

Preferred Qualifications

• Bachelor's degree or equivalent experience.
• Requires 1-2 years of relevant experience in customer success in a SaaS, digital media, or technology environment.
• Skilled in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
• Familiarity with online platforms and customer service standards.
• Excellent organizational and multitasking abilities in fast-paced environments.
• Detail-oriented with a strong sense of accountability and ownership.

About OTTera

OTTera, a distinguished white label OTT service provider, with its headquarters in Los Angeles, draws upon a rich 14-year legacy of experience. With a large team spanning multiple continents, we provide a diverse range of perspective, background, and leadership. We excel in providing customized OTT application and FAST channel development, global distribution, comprehensive monetization solutions, and everything in between to clients worldwide.

Culture

We're a proudly diverse, global team that values collaboration, inclusion, and a wide range of perspectives. Our work culture is built on open communication — we hold formal standups twice a week, along with regular informal check-ins to support each other and tackle challenges as they come up.

This is a fast-paced, dynamic environment with multiple initiatives moving forward at once. We're looking for individuals who are organized, adaptable, and self-motivated — people who ask the right questions, take initiative, and are excited to help us expand our footprint in the streaming space and shape the future of digital content.