Key Customer Success Manager
Ooyala - Mountain View, CA

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Partner with our customers on how to best leverage our technology in servicing their larger business goals and providing guidance on strategy and implementation paths as new features and functionality become available. As one of our digital video experts, you will manage multiple customers at once, serve as an advocate for our clients' needs and represent Ooyala with the utmost integrity.

Be the trusted advisor, strategic partner and business stakeholder for the customer

Outline customer goals, understand their deadlines and identify internal requirements

Dive deeply into customer issues and identify solutions to help them achieve their business goals over the longer term and transform those learnings into strategic account plans/solutions

Articulate measurable business results for our customers and manage customer expectations.

Conduct in-depth customer account analysis and proactively conduct strategic account reviews to identify service needs and usage trends

Manage smooth project initiations, perform regular Backlot and new features training, and help our customers understand Backlot, its APIs and SDKs

Support the Sales team in the SOW process, contract renewals and the adoption of upgrades

Collaborate with Sales, Business Development, Product, Finance, Marketing and Engineering for overall customer success

Represent a knowledgeable, efficient and professional image of Ooyala with all customers

Act as knowledge leader and regularly assist in the recruitment, training and mentoring of other Account Managers.

Four year degree, preferably in a technical or business field

12+ years of account management experience with a strong preference for those with deep and wide-ranging industry knowledge of media/broadcast companies

Prior experience managing C-level client relationships

Knowledge of professional video industry concepts and best practices with a passion for film, video, digital media and analytics

Experience in digital advertising, Pay-Per-View/subscription models and/or SaaS business models

Excellent communication and presentation skills with charisma and dynamic phone presence

Responsible, attentive to detail, self-motivated, accountable, professional with a passion for doing whatever it takes to drive customer success

Ooyala - 22 months ago - save job