Customer Success Associate

Join Viory as a Customer Success Associate and help deliver seamless client experience across our products and services. As a central point of coordination between clients and internal teams, you will support client satisfaction, retention, and growth through responsive service, smooth onboarding, accurate client records, and close collaboration with Sales, Marketing, and other departments.

This dynamic role involves working shifts, including weekends and public holidays, and staying informed about Viory’s news coverage, content, and services. If you thrive in a fast-paced environment, have an interest in the news industry, and enjoy delivering exceptional client service, we would like to hear from you.

Your Main Tasks

• Client Support & Relationship Management: Respond promptly to client enquiries and requests, helping clients access and use our live coverage, video-on-demand, and other services.
• Client Onboarding & Compliance Support: Support smooth client onboarding and offboarding, and coordinate the documentation required for KYC, compliance, and contracts.
• Sales & Business Development Support: Assist with client outreach, lead tracking, follow-ups, and archive content requests, helping identify opportunities to increase client engagement and content usage.
• Data & CRM Management: Maintain accurate and up-to-date client records, interactions, requests, and deal progress in the CRM system.
• Cross Departmental Coordination: Work closely with the Newsroom, Sales, Marketing, IT, Licensing, and other teams to coordinate content requests, coverage information, and technical support.
• Operational Support: Track client content usage and platform activity, assist with reporting, and contribute to operational projects and process improvements.
• Product & Content Knowledge: Maintain an in-depth understanding of Viory’s news output, products, and services to provide informed and effective client support.

Your Skills

• Bachelor’s degree or higher in Business, Communications, Media, Marketing, or a related field.
• A minimum of 5 years in a similar role or equivalent experience, experience in Media is an advantage.
• Adaptability to thrive in a dynamic environment with shifting priorities and tight deadlines.
• Strong organizational and multitasking abilities, with attention to detail and the ability to manage multiple client requests efficiently.
• A proactive and persistent approach to troubleshooting, resolving client issues, and coordinating timely solutions.
• Proficiency in Microsoft Office and Google Workspace, experience with CRM systems and ticketing tools, and confidence in data tracking and basic reporting.
• Excellent verbal and written communication skills, with the ability to build client relationships and collaborate effectively across teams.
• Fluency in written and spoken English is a must.

We are proud to be an equal opportunities employer. This means at Viory we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.