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Customer Success Manager, FUEL – Streaming Media Group

LOCATION

100% Remote – North America. Bitcentral is based in Newport Beach, CA

SENIORITY LEVEL

Full-time with Benefits

INDUSTRY

Broadcast and Technology

EMPLOYMENT TYPE

Full-Time

DEPARTMENT

Streaming Media

JOB FUNCTIONS

The Customer Success Manager for Bitcentral’s Streaming Media Group is responsible for responding to and resolving customer product/technical issues in a timely, efficient, and professional manner and documenting all issues, troubleshooting steps, and resolutions. The ideal candidate for this role is comfortable speaking with customers who are experiencing issues and acting as their voice when troubleshooting with internal teams. The role will be responsible for project management of new customer onboarding and customer reporting, when appropriate.

ESSENTIAL DUTIES & RESPONSIBILITIES:
  • Project managing the successful onboarding of new customers.
  • Communicating with customers to ensure that all of their needs are understood and addressed.
  • Acting as the customer’s representative to ensure that their demands are met with a focus on improving the customer experience.
  • Building strong customer relationships to maintain customers and evangelize new capabilities to customers.
  • Determining if a customer issue requires additional product development or changes in customer workflow or process.
  • Collaborating with product management and engineering to ensure that they understand platform bugs and customer feature requirements and requests.
  • Resolving complaints and keeping track of all processes that pertain to the customer’s desires.
  • Collecting and analyzing data concerning consumer behavior to understand changing needs.
  • Act as a subject matter expert on all aspects of the FUEL and Powr platforms including in-house and customer side analytics.
REQUIRED EXPERIENCE & QUALIFICATIONS
  • 3+ years of experience in Account Management, Project Management, QA and/or Customer Support for SaaS
  • Excellent customer service and interpersonal skills for dealing with multiple customers and internal stakeholders
  • Exceptional problem-solving skills to help resolve customer complaints or needs
  • Strong verbal and written communication skills to communicate product ideas to customers
  • Up-to-date understanding of digital video, live streaming, and CTV/mobile applications
  • Strong analytical skills for analyzing customer data
  • Time management and multitasking skills to handle multiple tasks and customers at once
  • Strong organizational skills and attention to details
  • Strong desire to grow knowledge base of digital video, publishing, and streaming media

Extra Credit Experience:

  • Video encoding, transcoding, streaming, and live streaming Experience
  • Knowledge of HTML5 Video, MRSS Feeds, HTML & Javascript
  • Google Ad Manager Experience & Programmatic Ad Experience
  • Experience with Transactional payment gateways
About Bitcentral
Founded in 2000, Bitcentral is a software company that provides efficient media workflows and customized solutions to maximize the value of video content. Our Core News™ solution is the No. 1 news production platform in the U.S. reaching millions every day. More than 1,000 broadcast operations worldwide rely on Bitcentral’s news production and master control automation software supported by 24/7/365 white glove customer support team. BItCentral customers include CNN, Fox, Hearst, Merideth, Nextar, and Telemundo to name a few. More recently with the launch of FUEL™, we are able to target and deliver personalized content across digital platforms (OTT, web, apps, mobile devices), social media, and syndication partners.
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