Customer Success Manager

Vizrt

77d

About The Position

The Customer Success Manager will be responsible for ensuring our customers and partners are receiving a world class post sale customer care and technical service program. Our growth strategy is underpinned by successfully pivoting to a recurring offering with our existing and new products. The CSM team is crucial in establishing the relationship between Vizrt and our customers, by partnering with customers to implement, adopt, and support them. This role drives proactive customer care and service and ensures smooth customer renewal and high customer satisfaction. Initially, success metrics will focus on Customer Satisfaction (referrals, testimonials, CSAT etc) and in time, additional metrics used to monitor success are likely to be around ARR growth, NRR rates, NPS, Customer engagement (health scores) and others.

Requirements

• Communications, engineering, marketing degree or similar.
• Very good knowledge of tools and software for video/TV production.
• 5+ years' experience in broadcast production, broadcast systems vendor (service team) or similar.
• Basic knowledge of Cloud and IP environments.
• Proven track record of working in problem-solving and coordinating/team-leading role.
• Familiarity with Vizrt products for operations or maintenance activities will be an added value.
• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.

Responsibilities

• Drive customer success outcomes with a clear path to value for each customer relationship.
• Work in partnership with Post-Sales departments, Sales and Marketing organization to support renewals and seize opportunities for cross-sell and upsell.
• Define customer journey as part of CS Strategy that maps the experience and moments that matter.
• Deliver a world-class Customer Enablement program across segments that provides resources and training for customer success.
• Contribute to a world class CSM team that is engaged and purpose driven.
• Measure and optimize success with the right processes and technology.
• Use internal intelligence and analysis to influence ongoing strategy and proposals to the executive team.
• Build a Customer Success mindset across the organization.

Benefits

• Health Insurance: Comprehensive medical, dental, and vision insurance plans.
• Retirement Plans: 401(k) plan with company match.
• Paid Time Off: Generous vacation days, sick leave, and holidays.
• Life and Disability Insurance: Life insurance and both short-term and long-term disability insurance.
• Professional Development: Opportunities for ongoing training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees