Customer Success Manager

Vizrt; San Antonio (TX); On-site; USD 80,000 - 115,000; Full time

Benefits offered by this job

Comprehensive health insurance

401(k) retirement plan with company match

Generous paid time off

Life and disability insurance

Professional development opportunities

Job summary

A global media technology company located in San Antonio is seeking a Customer Success Manager to enhance customer satisfaction and support product adoption. In this role, you will drive customer success outcomes and deliver a customer enablement program while collaborating across teams. Ideal candidates will have 5+ years in broadcast production, excellent communication skills, and a passion for service. This position offers competitive benefits including health insurance and retirement plans.

Qualifications

• 5+ years' experience in broadcast production or service management.
• Familiarity with Vizrt products is an added value.
• Basic knowledge of Cloud and IP environments required.

Responsibilities

• Drive customer success outcomes and support renewals.
• Define customer journey as part of Customer Success Strategy.
• Deliver a world-class Customer Enablement program.

Skills

Excellent communication

Problem-solving skills

Leadership qualities

Customer success processes knowledge

Interpersonal skills

Education

Degree in communications, engineering, marketing or similar

Tools

Tools for video/TV production

Job description

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.

Tasks and Duties

• Drive customer success outcomes with a clear path to value for each customer relationship. We want customers who want to stay with us, who maximize the value of our offers through strong Software adoption, who are happy to refer to and advocate the value that Vizrt brings to them and leads to new business growth.
• With exceptional customer intelligence gained through our trusted relationships, work in partnership with our Post-Sales departments, Sales and Marketing organization to support renewals and seize opportunities for cross-sell and upsell.
• Define our customer journey as part of our CS Strategy that maps the experience, moments that matter, and defines inflection points through the journey that allow us to standardize and scale customer care and technical support offerings and always look for opportunities to improve.
• Deliver a world-class Customer Enablement program across our segments that onboards them to a new experience with us, provides them with the best resources and training for them to be successful, that they develop a strong and trusted relationship with us because they know we are committed to their success.
• Contribute to a world class CSM team that is engaged, purpose driven, by focusing on attracting the best talent to Vizrt and creating a strong culture of collaboration and innovation within the team.
• Measure and optimize success with the right processes and technology in place to maximize insight points that allow effective measurement, tracking and improvement of performance.
• Use a combination of internal intelligence and analysis combined with thought leadership across the industry to influence the ongoing strategy, proposals to the executive team and feedback loops to influence future roadmaps.
• Build a Customer Success mindset across the organization through effective partnership working, advocacy and strong credibility as a Customer Success leader

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

Benefits

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy
• Retirement Plans: 401(k) plan with company match to help you plan for your future
• Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance
• Life and Disability Insurance: Life insurance and both short-term and long-term disability insurance to provide peace of mind
• Professional Development: Opportunities for ongoing training

Join our team and take advantage of these benefits while working in a dynamic and supportive environment.