CUSTOMER ENGAGEMENT & SOLUTIONS SPECIALIST

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 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 https://npaw.
om.
Description Join 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.
Responsibilities Act as a key point of contact for customers, deeply understanding their needs and aligning them with our sales and onboarding processes.
Collaborate closely with Sales Executives to provide insights and support that drive sales effectiveness and customer engagement.
Lead and coordinate the POC process with the Product Team, ensuring customer expectations are met and value is clearly demonstrated.
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, providing actionable insights.
Monitor customer health metrics, including usage patterns, satisfaction levels, and overall engagement, to inform strategy and interventions.
Requirements Proven experience in a customer-facing role within the technology, software, or SaaS industries, with a strong focus on customer success and engagement.
Ability to understand and articulate customer needs throughout the sales process, ensuring a smooth transition from sales to onboarding and integration.
Experience coordinating POC processes and working closely with product and engineering teams to deliver customer solutions.
Adept at conducting effective customer training sessions and driving user adoption and satisfaction.
Strong technical aptitude, with the ability to liaise between customers and technical teams, simplifying complex concepts for a non-technical audience.
Knowledge of data modeling and analysis, with the ability to leverage this understanding to provide value-added insights to customers.
Exceptional communication skills in English, both written and verbal, with the capability to communicate complex ideas clearly and effectively.
Bachelor’s degree in a relevant field, or equivalent professional experience, with a customer-first mindset and an analytical approach to problem-solving.
Excellent organizational skills, capable of managing multiple accounts and projects while maintaining high service quality.
Benefits Competitive salary ðŸ’° Permanent contract ðŸ“„ Private health insurance with Adeslas 🩺 Flexible compensation plan 📊 Restaurant ðŸ½ Transport ðŸšŠ Nursery ðŸ‘¶ðŸ½ Hybrid remote-office work 🏡 Flexible work schedule ⏰ 23 days of holidays per year 🌴 Birthday afternoon off 🎂 Career growth opportunities 🚀 Access to continuous training 💻 Language lessons 👩🏽‍🏫 Referral bonus ðŸ¤ International & multicultural team (more than 20 nationalities!) ðŸŒ Fun environment.
sports, volunteering, company events, BBQs, pizza days, etc.
🎉 An amazing technological challenge ðŸ§‘🏽‍💻 Follow us on Linkedin  and Twitter to see what we are up to, or have a look at Instagram to see what it's like to work at NPAW! We celebrate the diversity, and we want our employees to reflect those differences.
At NPAW, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status, or any other characteristic protected by applicable law.