As part of an internationally distributed team, headquartered in Sunnyvale but working from home and in the field, you are assertive, energetic, an excellent communicator and a highly effective collaborator. You balance your technical capabilities with a commercial awareness, and find both equally rewarding. You have a passion for working intimately with customers to change the way they work, and get a kick from sharing in their ongoing success.
You are responsible for managing all aspects of the technical relationships with our customers, ultimately ensuring their successful use of the SDVI platform. In a role sometimes referred to as customer success, your activities run from initial customer engagement through the ongoing expansion of existing deployments. This includes everything from technical pre-sales activities in support of the sales team, technical account management of existing customers and project management activities around onboarding new customers. Additionally some aspects of both technical support and training are required, ensuring the success of our customers as they become self-sufficient in the use of our tools.
Your technical capabilities will ensure you know our products inside out and can help customers implement best-of-breed supply chains, while also identifying and articulating product enhancements to the product team. Your commercial maturity and customer intimacy will also help identify and gain new growth opportunities within those target accounts.
Responsibilities include:
- Pre-Sales Activities
Directly supporting the sales team, you will assist with any technical aspects of the sales process, including RFI/RFP responses, product demonstrations, configuration of demo and POC supply chains, and building relationships with the technical stakeholders who will ultimately become our customers. This includes any activities required around renewals with existing customers.
- Customer Onboarding
As new customers start to use our platform, you will be there every step of the way. You will be assisting customers in the definition, creation and testing of supply chains on deadline, while helping them get up to speed to manage the platform themselves through training and education.
- Expansion of SDVI services
As a provider of SaaS services, we expect happy customers to grow their usage over time. This can be achieved through increased throughput, onboarding of additional services and use cases, enhancements to their existing supply chains, or growth in to other departments. You will recognize, nourish and grow these expansions within existing accounts to grow the SDVI footprint.
- Customer support
As the primary technical point of contact with customers you will facilitate the highest level of customer satisfaction in conjunction with our support team. Liaising with sales, engineering, product management and support as required, your goal is happy customers who will want to do more with the SDVI platform.
Requirements:
- Customer-facing experience with large media and entertainment customers.
- Intimate familiarity with media workflows and associated tools and technologies.
- Understanding of common media file types and structures.
- Proficient working knowledge of XML, JSON and Python.
- Excellent communication skills.
- Experience of a programming language considered a plus.
- Ability to travel to and work from customer locations as required.
- Bachelor of Science in Computer Science, EE or equivalent experience.
Working for a fast growing and established, yet young company, you’ll be working with our customers who are some of the biggest names in media and entertainment. They rely on our platform to prepare and deliver their content to millions of people.