At a Glance
- Tasks: Onboard customers, drive success, and solve technical video challenges.
- Company: Join Mux, a leading video technology company with a diverse and inclusive culture.
- Benefits: Flexible vacation, competitive health insurance, and professional development opportunities.
- Other info: Supportive work culture with excellent work-life balance and career growth.
- Why this job: Make an impact in the video industry while helping clients succeed.
- Qualifications: 5+ years in Technical Customer Success and strong technical knowledge.
The predicted salary is between 50000 - 65000 £ per year.
About Mux
Mux is video for developers. Our mission is to democratize video by solving the hard problems developers face when building video: video encoding and streaming (Mux Video), video monitoring (Mux Data), and more. Video is a huge part of people’s lives, and we want to help make it better. We’re committed to building a healthy team that welcomes diverse backgrounds and experiences. We want people who care about our mission, are ready to grow, believe in our values (from Be Human to Turn Customers Into Fans), and want to improve the people around them.
You’ll join a tight-knit team with experience at places like Google, YouTube, Twitch, Reddit, Zencoder, Fastly, and more. Our founders previously started (and sold) Zencoder, an early leader in cloud video technology, and authored Video.js, the biggest HTML5 video player on the web. We organize Demuxed, the premier conference for video engineers in the world. We’re backed by top investors like Coatue, Accel, Andreessen Horowitz, and Y Combinator. You’ll get to work with amazing companies: hundreds of startups, plus Strava, Patreon, Vimeo, Robinhood, PBS, and Equinox. Customers, large and small, love working with us and love our team. We are building something big together. We’d love to hear from you!
About the Role
Serve as a strategic partner to Mux’s customer base. Your main goal is to successfully onboard customers, drive success, long-term retention, and revenue growth within our largest customer base. You will be successful in your role by providing proactive guidance for complex video workflows, by helping developers solve deep technical problems, by hosting deep technical discovery sessions to understand different use cases, and by managing support escalations.
What You'll Do
- Contribute to the account management team by owning and elevating the technical interactions needed to keep our customers happy.
- Deeply understand each client’s architecture, workflow, and use case to recommend best practices to strengthen their implementation.
- Anticipate customer challenges, escalate internally when needed, and coordinate with Product and Engineering for resolution.
- Track support tickets, identify solutions, and suggest workarounds when appropriate.
- Serve as the voice of the customer in internal discussions, influencing roadmap and prioritization.
- Act as a strategic advisor for our clients by staying up to date with their company goals, product aspirations, feature releases, and more in order to stay ahead of their adoption of Mux.
- Identify new teams, departments, and applications within existing accounts to introduce additional use cases for Mux.
Who You Are
- 5+ years of experience in a Technical Customer Success Manager or equivalent role at a SaaS technology company focused on increasing customer satisfaction, adoption, and retention.
- BA/BS degree in CS or Computer Engineering-related field or coding bootcamp.
- Strong technical knowledge in software, web/mobile and cloud technologies, hands-on coding experience is a plus.
- Excellent written / verbal communication skills and a personable presence.
- You embody the Mux value: Turn Customers into Fans, with a customer-first attitude and approach.
We have a supportive culture that cares about both excellent work and work-life balance. We have office spaces in Downtown San Francisco, New York City, and London.
U.S. Benefits
- Flexible vacation + 11 company holidays
- Weekly no-meeting days + quarterly focus weeks
- Competitive health, dental, and vision insurance, including fertility
- FSA and HSA available
- Short-term and long-term disability insurance
- Group life insurance
- Travel accident insurance
- 401(k)
- Paid parental leave
- Professional Development program
- Lunch, internet, & ancillary equipment reimbursements
UK Benefits
- Competitive annual leave policy (25 days annual leave plus 8 public holidays)
- Weekly no-meeting days + quarterly focus weeks
- Private medical and dental insurance, and a vision stipend, including fertility
- Short-term and long-term disability insurance
- Group life assurance
- Travel accident insurance
- Matched Pension
- Paid parental leave
- Professional development program
- Team social events
- Lunch, cafe, & ancillary equipment reimbursements
Mux is an Equal Opportunity employer committed to building a diverse company. We believe diversity makes us better, and we strive to be inclusive and equitable. That’s why we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Technical Customer Success Manager in London employer: Mux
At Mux, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. Based in the vibrant city of London, we offer competitive benefits, continuous professional development opportunities, and a supportive environment where your contributions directly impact our customers' success. Join us to be part of a forward-thinking team dedicated to transforming the video experience for users worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mux. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mux before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mux:Your cover letter is your chance to shine! Tell us why you want to work at Mux specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mux!
How to prepare for a job interview at Mux
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
