Conviva is the intelligence layer for digital businesses, turning every consumer interaction into outcome-based intelligence—linking engagement patterns across AI agents, apps, websites, and streaming video to real results such as purchases, bookings, and resolved support requests. Powered by its patented Time-State Technology®, the Conviva® Operational Data Platform delivers real-time insights and automation that help leading enterprises grow, improve satisfaction, and build lasting trust.
What Success Will Look Like:
- Drive customer outcomes that lead to successful renewals and expansions by aligning use case delivery with business goals and demonstrating ongoing value.
- Lead onboarding and discovery to understand customer goals, map use cases, and drive time-to-value.
- Train and enable users across roles—from engineering to executive—to build lasting platform expertise , trust and stickiness. This should lead to building customer champion.
- Prioritize, multitask, and thrive under pressure. Your mission? Drive successful customer engagements and outcomes for about 15+ accounts.
- Collaborate with cross functional teams such as Account management, Integration and Validation team to complete customer deliverables .
- Collaborate with Product, and Engineering to close feedback loops and influence roadmaps.
- Leverage product analytics, observability metrics, and customer data to surface insights that drive growth and retention.
- Actively identify expansion/up-sell opportunities by understanding product usage trends and customer pain points.
- Produce RCA reports, QBRs, and best practices documentation that reinforce Conviva’s value proposition.
- Take steps to ensure customer is using all the products and services they are contracted for to ensure value realization.
Who You Are & What You've Done:
- 3-5 years in a customer-facing, technical consulting, technical account management, customer success , Professional service or solutions engineering role in a SaaS environment.
- Experience working with analytics platforms such as NPAW, MUX, Amplitude, Mixpanel, Quantum Metric, Content Square or Adobe Analytics
- Background in media streaming, video QoE or eCommerce platforms.
- Strong communication and relationship-building skills—you know how to engage stakeholders at all levels.
- Demonstrated success in helping customers turn data into action, ideally in a product-led analytics or observability context.
- A flexible, organized, and adaptable learner with a strong capacity for mastering new technologies and products.
- Passion for Customer success, teaching, problem-solving, and continuous learning.
- Approximately 20% travel required, based on business needs.
Bonus Points:
- Experience with scripting (e.g., Python, JS) , building solutions using REST APIs.
- Hands-on experience with statistical methods, SQL, or data visualization.
- Familiarity with A/B testing frameworks or digital optimization tools.
To learn more about how Conviva can help improve the performance and outcomes of your digital services, visit www.conviva.com
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What We Do
The Conviva Operational Data Platform is the first and only real-time stateful monitoring and analytics platform on the market empowering companies to perform real-time optimization of anything that impacts user experience across applications, networks, platforms, devices, access points, and more – connecting backend infrastructure performance to front-end revenue generation and everything in between. Unlike current observability solutions that limit their focus primarily to infrastructure performance metrics, user-centric operational analytics gives you the capability to get a true real-time lens into everything impacting your users’ experience, enabling you to monitor, manage, and optimize their interactions like never before. More than 250 industry leaders – including CBS, CNN, DAZN, HBO Max, Hulu, Red Bull, RTL, Sky, Sling TV, TED, Turner, and Univision – rely on Conviva to drive time-critical decisions at every level of their organization, reducing customer churn, increasing viewer engagement, driving new monetization models, and growing ROI. In 2006, Conviva’s founders sparked a revolution that defined measurement, analytics, and user experience in streaming entertainment. Today, the company continues to push the industry forward and provide the insights and context companies need to thrive in the digital world.
