Customer Success Manager
Ooyala - New York, NY

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We are hiring for a relationship management professional to join our organization as a Customer Success Manager. In this junior level role you will have the opportunity to develop and refine you already present account management experience you will be partnering 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 must be able to manage multiple customers at once, serve as an advocate for our clients' needs and represent Ooyala with the utmost integrity.

Responsibilities:
  • Act as the trusted advisor, strategic partner and business stakeholder for the customer
  • Outline customer goals, understand their deadlines and identify internal requirements
  • 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

Requirements:
  • Four year degree, preferably in a technical or business field
  • 2-4 years of account management or related 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 Broadcast, Media 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
  • This is a pure account management role. Past sales experience is helpful but the focus of this role is 100% customer satisfaction

Ooyala - 19 months ago - save job - block
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