Customer Success Rep

Sony Electronics Inc. is looking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion.  In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

So, if you want to join a “Best Place to Work” company and make the world say wow, let's talk.

Customer Success Representative, Media Cloud Services

Sony Electronics, Inc., based in San Diego, CA, is the U.S. headquarters of Sony Corporation, headquartered in Tokyo, Japan. Sony is a leading manufacturer of audio, video, communications, and information technology products for the consumer and professional markets. Its motion picture, television, computer entertainment, music and online businesses make Sony one of the most comprehensive entertainment and technology companies in the world.

Position Summary:

The Sony Ci team is looking for a Customer Success Representative who loves solving problems, is fascinated by media workflows and thrives on making customers happy. Our CSR’s are vital to the growth of our business as they help guide customers to get the most value out of our Ci Media Cloud SaaS service ( see https://sonymcs.com ).

Our customers span multiple industry segments across media, entertainment and sports. You’ll interact with a dynamic set of users spanning production/post production, broadcast, marketing and operations to help troubleshoot technical and non-technical issues, provide training, create helpful content and assist with customer onboarding.

You’ll also interact directly with our incredible product and engineering teams to ensure customer feedback is captured and shared and to get answers to questions that may be just beyond your reach.

A strong familiarity with content creation and media workflows is a big plus.

Sony MCS leverages Customer Success methodologies in order to attain and deliver the highest quality of service to all customers and prospects. Issue identification, customer communication, issue tracking, internal communication are all vital elements of the position.

Responsibilities:

• Provide support for a SaaS Product Platform for all Customers and markets, including Production, Post-Production, Broadcast Media, Marketing and Education as examples.
• Acknowledge and respond to Customer Success Requests
• Learn and provide subject matter expertise and best practices around media workflows, content management and collaboration
• Learn and provide guidance on Customer Success Process & Methodology
• Learn and provide guidance to Customers on Ci’s REST API’s
• Learn and provide subject matter expertise on select SONY internet connected camera features

Qualifications:

• BA/ BS required, preferably in Media, Computer Science, or related disciplines
• 1-2 years of relevant customer-facing experience
• 1-2 years working with support ticketing solutions, such as Zendesk, HelpIQ, Desk.com, Remedy.
• Excellent listing skills and a strong sense of customer empathy
• Strong written and verbal communication skills and comfort in meeting facilitation
• Must possess strong analytical and problem solving skills
• The ability to quickly diagnose & prioritize issues leading towards the right path to resolution
• Proven ability to get things accomplished and working with others
• Focused on delivering and continually improving results
• Demonstrated knowledge of media file formats, video/audio codecs, transcoding and technical delivery of streaming media is a big plus
• Experience in the film, TV entertainment, broadcast industries is highly desirable
• Production Operations, Post Production Operations, Digital Asset Management, Media Asset Management, Content Management, Digital Production, or Digital Distribution experience is helpful
• Eligible to work unrestricted in the USA

The anticipated base pay range for this position is $36,000.00 to $47,000.00. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they