Technical Account Manager

For more than two decades, Telestream has been at the forefront of innovation in the digital video industry, pioneering file-based video transcoding and high-quality media exchange over IP networks. Telestream provides world-class live and on-demand digital video tools and workflow solutions that allow businesses and consumers to transform video on the desktop and across the enterprise. Many of the world's most demanding media and entertainment companies such as CBS, BBC, CNN, FOX, CBC, Comcast, Direct TV, Time Warner, MTV, Discovery and Lifetime, as well as a growing number of users in a broad range of business environments, rely on Telestream products to streamline operations, reach broader audiences, and generate more revenue from their media. If you're looking for an industry leader in the high growth area of video, Telestream is for you.

Technical Account Manager

Remote - USA

Position Summary:

We are looking for a dedicated, ambitious and self-driven Technical Account Manager. As a Technical Account Manager, you will work closely with some of the most notable names in media. Your goal is to build relationships through consistent communication where you will demonstrate your industry and product expertise, proactively work with the customer to achieve their solution goals and be the main point of contact for all technical challenges that may arise. The Technical Account Manager will be a part of our Customer Success team and strive to nurture and grow existing business into Enterprise accounts.

Duties and Responsibilities:

What is your day to day?

• Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction
• Highly responsive acknowledgement of all customer inquiries via phone, Slack or email
• Coordination and management of client bug fixes, product enhancement, research requests with engineering to resolution.
• Management of all client tasks from email or Slack into Salesforce tracker
• Leading weekly or monthly client status calls as needed.
• Address product related questions and technical challenges
• Assist customers' technical requests and take care of any technical issues
• Educate clients on how existing and new product features work, and how these features and products can contribute to their business growth
• Monitor customer account to insure Telestream products are configured correctly and providing optimal performance
• Frequently conduct and coordinate tactical operations reviews with client teams
• Act as the middle-man to support organization so as to ensure client escalations are resolved in due time
• Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers
• Accurately replicate, identify, and document software defects within Telestream engineering tools
• Work to prioritize product features with Product and Engineering teams
• Perform quarterly Business reviews and assist in product trainings needed
• Liaise with the product, sales, marketing teams and end-users to deliver roadmap updates to the customer
• Continuing education on product development and new product launches
• Manage customer expectation and lead them to customer satisfaction
• Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements
• Keep track of key account metrics
• Communicate the progress to both internal and external stakeholders
• Take initiatives in identifying growth opportunities
• Collaborate with our team to achieve sustainable growth

Qualifications

• 2-3 years of in a Support or technical account management role
• Vantage experience
• BS or MS in Computer Science, Business Administration or any quantitative and analytical discipline
• Knowledge of various OTT video delivery workflows such as basic networking concepts, source origination, video ingest, encoding and/or packaging
• Excellent interpersonal skills that build positive relationships with other team members