Customer Success Executive (German Speaking) in Basildon

About Cape.io

At Cape.io, we are a global technology company on a mission to eliminate the friction between creative and media. Cape.io is the first Intelligent Campaign Automation platform to unify the entire campaign lifecycle. By embedding AI and automated compliance from creative inception to activation, we empower brands to launch high-impact, compliant campaigns with unprecedented speed and intelligence.

Our platform is trusted by the world's top agencies and advertisers to control and distribute advertising content in over 100 countries. With over 230 employees across 21 offices—from London to the Americas, Europe, and Asia Pacific—we are fundamentally changing the way advertising works.

Company Vision and Mission

Making creative ad workflow collaboration easier. Simplifying and automating the end-to-end creative workflow — enabling our clients to deliver premium and relevant ad experiences to consumers.

Company Values

• Move smart: We combine speed with intelligence, turning complex challenges into automated solutions.
• Define tomorrow: Our mission demands unprecedented quality, security, and scale.
• Be better together: Success multiplies when shared. We turn individual potential into collective achievement.
• Change what’s possible: Our technology exists to amplify creativity and remove barriers between great minds and great work.

Overview of Role

The Customer Success Executive role is a vital part of the commercial organisation and will work closely on User Support as well as select sales and account management activities and onboard small new business accounts. You will provide day-to-day support for all users of Cape.io SaaS platforms and products.

With a customer centric focus you will also engage and empower clients to maximise the benefits and experience of Peach 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.

What you'll do

• First line support for users of Cape.io SaaS products and services, with a focus on our Advanced TV platform.
• Responsible for providing service to inbound customer inquiries that are service-related by providing information and solutions as well as troubleshooting.
• Receive and process inbound queries from clients via telephone, email and online chat function.
• Encourage and enable customers to self-serve.
• Maintain issue ownership, working through problem resolution, ensuring timely communication with the customers.
• Ensure issues are escalated to other technical departments in a timely manner as and when required.
• Real time monitoring of deliveries to broadcasters/publisher via Cape’s digital network ensure all deliveries complete successfully and within our service level agreements.
• Provide quality control check of digital files supplied by our clients.
• Liaise closely with cross departmental teams.
• Assist with select sales tasks as required.
• Onboarding of small new business accounts.
• Account management of all accounts between £1500- £4999 in value.

What you'll bring

• Media Communication Degree or similar experience or background.
• Experience of delivering Customer Success for SaaS service in a technology setting.
• Experience of the advertising/media industry.
• A proactive curiosity about AI developments within the media landscape.
• Working knowledge of Non Linear Editing software such as Premiere Pro.
• Working knowledge of encoding software and file formats.
• Willingness to integrate AI tools to enhance workflows and customer outcomes.
• Commercial awareness.
• Fluent oral and written German and English.
• Excellent support and troubleshooting skills.
• Strong interpersonal and communication skills.
• Ability to quickly build excellent relationships with managers, staff and external customers.
• Can do attitude and an ability to work under pressure.
• Strong numeracy skills.
• Highly organised, detail-oriented, and proactive.
• Team player.
• Strong IT literacy, including Google Suite.
• Understanding the business focus and requirements.

Why join Cape.io?

• Competitive salary and benefits package.
• Flexible and hybrid working arrangements.
• A culture of learning and development with a clear path for progression.
• A global, diverse, and collaborative team.
• The opportunity to work on a market-leading product that is defining the future of advertising.