Req ID 5260BR
Market Title Principal Expert Customer Success
Job Category CS Support
Full or Part Time Full Time
Work Location New York, NY
Work Country United States
Work Region New York
Work City New York
Job Description (Role Profile) Our Customer's success is our success. From the most prestigious, award-winning productions, to music and movies made at home, Avid creates the technology that people use to make the most listened to, most watched and most loved media in the world. The shows, commercials, and news programs you watch on TV. The entertaining video and film stories you see on the web and on the big screen. The personal audio and video treasures that people make at home to preserve their favorite moments in life. Our innovative digital audio and video solutions continue to revolutionize the art of creative storytelling, and have earned us dozens of awards, including 2 Oscar® statuettes, a Grammy®, and 14 Emmys®. If you want to be a part of this media industry and think you have what it takes to contribute to our Customer's success through the following opportunity then send us your credentials.
Position Summary:
The customer champion provides an excellent customer experience for our clients by anticipating and resolving customer issues in a manner that exceeds customer expectations. The successful candidate is energized by making customers happy and is driven to create success in challenging situations through creative problem solving, communication, and persistence.
Responsibilities include:
• Project management through all phases of the customer relationship - coordinating with the customer, account manager, technical resources, and support personnel
• Listening carefully for customer feedback by monitoring customer interaction workspaces and other online environments
• Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
• Coordinating with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
• Proactive engagement with the Professional Services (PS), at least 30 days prior to go-live, on any PS deployment or upgrade, including the delivery of site audit documentation
• Documenting bugs, writing up field notes, and capturing ideas and requirements that will improve our products and services
• Travel: 10-20%
Requirements:
• Develop CS account plans and tie to established metrics
• Deliver quarterly account reviews with CS leadership team
• Action plans based root cause analysis
• Accountable for setting internal communication plans/methodology
• Advise customers on with updates, upgrades, support processes, operational processes, and training
• Quantify the value of support to the customer and proactively provide assistance to Customer Loyalty team
• Drive customer education initiatives for more effective self help environments
• Drive the failure analysis process and communicate status to the customer and internal resources in a timely fashion.
• Coordinate and manage internal and external client meetings
• Single point of contact for resolution report follow up
• Builds Department Level relationship - continual needs assessment
• Originates actions to improve existing conditions, processes and communication
• Ability to understand the customer better than they do, to anticipate future needs and help determine the ideal solution for issues
• A deep understanding of the technology, workflow, 3rd party integration and other components in an enterprise environment
• Superior team organizer and lead, with the ability to coordinate with technical staff without micromanaging
• Self starter- assertively takes on challenging responsibilities and holds self ultimately accountable for results and performance
• Translator between business, technical, and sales people
• Excellent organizational, analytical and negotiation skills
• Phenomenal communication skills are a must for this job
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Steadfast and calm in explosive situations
Reasoning and Problem Solving:
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Work to establish Client Responsibilities / Accountability
• Builds professional/trusting client relationships.
• Understands the customers' requirements.
• Sets and manages customers' expectations
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