Customer Success Manager

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?

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

tracking, and measuring business outcomes and value

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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

• 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

• 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