Pavan Patel
Customer Success Manager @Simplestream
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WORK HISTORY
Customer Success Manager @Simplestream
Simplestream are a UK leading and globally established Streaming Service provider, supplying next-generation, over-the-top (OTT) TV, Software-as-a-Service (SaaS) solutions to broadcasters and other content providers / owners. Simplestream delivers linear (Live streaming) and non-linear (VOD / Live2VOD), Virtual channels (VOD2Live), Live Events and ‘Real time video clipping’ from within a single system to target audiences via Web, Mobile and Big screen apps, implemented in-house for a range of Internet connected devices that include: iOS, Android, tvOS, Roku, Amazon Fire TV, Google TV, Freeview Play, Freesat, YouView, and Smart TV manufacturers (Samsung and LG). Working for Simplestream has provided the opportunity to work with many Clients, some of which I take ownership for onboarding onto the Content Management System (CMS). Such clients include: A+E Networks - Blaze, AMC (CBS Catchup), TNM (Craftsy and GHUTV), Demand Africa, GBNews, NewsUK (TalkTV), QVC, PBS America. Responsibilities: • Pioneered the successful onboarding and development of new employees (Technical Account Managers and Technical Project Managers) by delivering unparalleled mentorship, and significantly decreasing ramp-up time to learn Simplestream’s tools and infrastructure • Acted as a pivotal \"Voice of the Customer\" by actively contributing to the Simplestream product roadmap, advocating for customer feature suggestions and collaborating closely with product teams. • Spearheaded the development and adoption of a standardized triage and root-cause analysis approach, optimizing issue resolution and promoting efficient information exchange from inception. • Developed comprehensive internal documentation including SOPs for addressing common client issues and a detailed step-by-step process for onboarding clients onto the Content Management System. • Delivered client training sessions following their CMS setup, ensuring their seamless transition and adherence to timelines.
EDUCATION
De Montfort University
Bachelor of Science - BS, Information Technology
Regent College London
A Levels, Information Technology
ABOUT PAVAN PATEL
Customer-focused professional with experience supporting customer operations across SaaS and digital platform environments. I spent over a decade at Simplestream, where I had the opportunity to grow alongside the company as the platform and customer base expanded.During that time I worked across technical support, platform operations, and client services, helping customers navigate complex systems and ensuring platforms ran reliably day to day.I bring a hands-on operational approach to my work, troubleshooting issues, improving workflows, and working closely with internal teams to resolve problems and support customers effectively. Colleagues know me as someone who is process-driven, detail-oriented, and able to communicate clearly with both technical and non-technical teams.What I value most is being part of an environment where I can contribute meaningfully, learn systems deeply, and continue developing over time. I am particularly interested in organizations where I can support customers, strengthen operational processes, and grow alongside the team for the long term.Technical Support | Customer Operations | Platform Support | SaaS Systems | Cross-Team CollaborationTools: Atlassian Jira Software, Jira Service Desk, Confluence, Asana, Recurly, Elecard Boro, Charles Proxy, TeamViewer, AWS (S3, CloudFront, MediaLive), Cyberduck.Lets connect:Email: p••••••••@gmail.comTelephone:+17•••••••85
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