Customer Success Manager

3 weeks ago

Beaverton, United States CareerBuilder Full time

For more than two decades, Telestream has been at the forefront of innovation in the digital video industry, pioneering file-based video transcoding and high-quality media exchange over IP networks. Telestream provides world-class live and on-demand digital video tools and workflow solutions that allow businesses and consumers to transform video on the desktop and across the enterprise. Many of the world's most demanding media and entertainment companies such as CBS, BBC, CNN, FOX, CBC, Comcast, Direct TV, Time Warner, MTV, Discovery and Lifetime, as well as a growing number of users in a broad range of business environments, rely on Telestream products to streamline operations, reach broader audiences, and generate more revenue from their media. If you're looking for an industry leader in the high growth area of video, Telestream is for you.

Customer Success Manager - Remote, USA

Position Summary

We are seeking a dedicated, ambitious, and self-driven Customer Success Manager to join our team. As a Customer Success Manager, your primary objective is to facilitate and uphold the highest standard of customer experience, from pre-sales engagement to day-to-day interactions. Collaborating within a team of Technical Account Managers and Customer Success Managers, you will serve as the primary point of contact for some of the leading names in media at Telestream. Your responsibilities will include liaising with product and engineering teams to integrate customer feedback into our products, devising strategies to promote customer expansion, identify opportunities, and minimize technical issues.

Duties And Responsibilities

What is your day to day?

Map customer strategy and planning to the Customer Value Journey, which focuses on defining,

tracking, and measuring business outcomes and value

Drive customer outcomes, product adoption and customer experience

Foster collaboration between customer success and product management to ensure our products are made with the future of the industry in mind
Coordination and management of escalated client bug fixes, product enhancement, and research requests with engineering to resolution
Drive Revenue by identifying opportunities for upsell, expansion, and renewals collaboratively with internal stakeholders (sales, sales engineers, product managers)
Proactively identify risks to mitigate potential churn
Available to meet with clients virtually or in person as needed in support of fellow TAM/CSMs
Educate customers on how they can be leveraging the full potential of the Telestream products they are using or could be using
Execute best practices for customer engagement and business review strategies.
Continuously improve the customer success organization through program improvement and process redevelopment initiatives
Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers
Liaise with the product, sales, marketing teams and end-users to deliver roadmap updates to the customer
Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements
Keep track of key account metrics both qualitative and quantitative Other duties as assigned

Qualifications

2-5 years of experience in a customer-facing role within support, success, or technical account management
Experience with SaaS/Cloud platforms from a sales and support perspective
BS or MS in Computer Science, Business Administration or any quantitative and analytical discipline
Knowledge of various OTT video delivery workflows such as basic networking concepts, source origination, video ingest, encoding and/or packaging
Excellent interpersonal skills that build positive relationships with other team members
Strong ability to organize work schedule and time to ensure deadlines are always met
Proficiency in the use of analytic tools
Project management and organizational skills
In-depth knowledge of Scrum and Agile Software Development Methodology
Ability to work across multiple teams
Comprehensive understanding of user-centered design principles
Excellent oral and written communication

Nice to Have

Experience with XML and/or JSON
Experience using AWS S3, Google Cloud, Azure
Solid understanding of OTT streaming protocols such as CMAF, HLS, DASH
Understanding of video codecs such as H.264 (AVC) and H.265 (HEVC), and audio codecs such as AAC and PCM
Knowledge of caption formats such as WebVTT, CEA 608/708, SCC
Knowledge in 4K/UHD, HDR, Dolby Vision
Basic understanding of SQL databases and SQL language
Basic understanding of Windows OS

Job Posted by ApplicantPro
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