Customer Success

2 months ago

New York, United States Neon Full time
About Neon

Our mission is to make gaming more open, fair and fun for everyone. We've started by helping game creators achieve financial and creative independence by building the tools they need to start, run and scale their business. We are best summed up by our mission, values and operating principles.

About You

You are aligned with our values and how we work. You realize that it's possible to do things fast and efficiently, while still maintaining a high quality bar. You are a great teammate and value cross-functional collaboration. You are excited by the opportunity to shape a product and company. You've led successful projects, leveling up those around you. You're ready to do your life's best work with incredible teammates.

About the Role

You are responsible for developing a positive and energizing customer experience and fostering a healthy working relationship with game developers. You will be the bridge between our developer partners and product development. You deeply understand the needs of developers and players and how to translate those needs into actionable insights that make our products and the experiences around our products better. You are analytical and willing to get into the details of how our product is performing and how customer feedback fits into the broader product strategy. You know how to communicate across different functions.

You are ultimately responsible for customer adoption & revenue expansion of Neon's suite of products. This is driven through demonstrating the value of the products and services to our customers.

You are passionate about games and deeply curious about how they work and the gaming industry as a whole. Your enthusiasm for innovation fuels your ability to develop groundbreaking solutions in the industry.

You'll be Empowered To:
  • Expand Customer Value and Grow Revenue: Identify and execute opportunities for expanding customer value
  • Strengthen Customer Relationships: Establish strong relationships with key customers, improving customer retention and satisfaction, leading to growing revenue across accounts
  • Drive Product Adoption and Usage: Conduct monthly or quarterly business reviews with our customers, creating presentations that leveraging analysis and recommendations to influence product adoption and usage
  • Develop a Customer Success Strategy: Formulate a comprehensive customer success strategy that addresses the specific needs of our B2B technical solution with clients within the first 3-6 months
  • Establish (Scalable) Customer Success Processes: Create onboarding procedures, support workflows, and communication strategies that can accommodate the growing customer base efficiently - this includes the development of customer success documentation and best practices
  • Establish Cross-Functional Alignment for Customer Advocacy: Collaborate with product, engineering and design and establish a clear feedback loop to communicate customer needs and pain points, leading to clear product requirements
Requirements
  • B2B Enterprise Experience: Ability to strategically manage complex, high-value customer accounts, addressing unique business needs and driving large-scale adoption of enterprise-level solutions
  • Relevant Industry Experience: Deep understanding of gaming, ecommerce or payments and passion for, as well as strong point of view about, the intersection of these three industries
  • Communication & Relationship Building: Excellent communication and relationship-building skills, with ability to advocate for customers internally
  • Data-Oriented Approach: Proficient in data analytics to better evaluate customers' needs and to assess overall performance of team
  • Technical Knowledge: Understanding of B2B white-label technical solutions, as well as the ability to quickly learn and understand new technologies; experience with payments and ecommerce solutions is a plus
  • Problem-Solving Skills: Ability to troubleshoot and resolve customer issues efficiently and effectively, and make sound decisions under pressure

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