Working at Bitmovin is international, fast-paced, fun and challenging. We’re looking for talented, passionate and inspired people who want to change the way media is consumed online. Join us to develop, sell and market the world’s best video infrastructure for the Web.

As a Technical Account Manager, you will be part of an international team that provides proactive and personalized customer support to our enterprise clients. Besides answering questions and solving support issues, your primary goal will be galvanizing the relationship between Bitmovin and its clients.  You will closely monitor their account activities, keep them updated on open issues, help them to optimize their usage of the Bitmovin platform, as well as assist with training on new and existing features. Your ability to quickly simplify and explain complex topics will provide our clients with a better understanding of how our products work, leading to an optimized workflow, increased client satisfaction, and revenue retention.



Responsibilities

  • Build and maintain a very good relationship with each customer to become their first point of contact for any requests they have
  • Monitor and track customer account activity and proactively engage to address potential issues or suggest valuable improvements to their workflows
  • Work closely with the sales team to identify up-sell and cross-sell opportunities
  • Collaborate across departments to ensure customer success
  • Provide quick and on-point assistance to existing customers in a way they can easily understand
  • Handle incoming enterprise support requests, including initial triage/troubleshooting and problem analysis
  • Maintain SLA compliance for enterprise customers
  • Expedite problem resolution based on issue priority
  • Notify your direct manager (and follow a defined escalation path) for any high profile issues in a timely manner
  • Identify recurring problems and document them in the form of internal and customer-facing FAQs and tutorials so that others can understand and reproduce the solution
  • Report and track issues to ensure support metrics are reliable, and customers are notified of progress regularly, including potential product releases from Engineering teams
  • Develop ongoing customer cadence as needed via calls, email, Slack, etc.

Requirements

  • Strong verbal and written communication skills with strong ability to explain/discuss complex technical problems to both, technical and non-technical audiences in simple terms - at least 3 years
  • Basic knowledge and understanding of video encoding, packaging, protection, playback, and analytics workflows
  • Strong hands-on experience in a customer support function for technology products/services and common support tools including Zendesk, Intercom, Slack, and Github - at least 2 years
  • Some software development experience either with Javascript, Java, Python, Go, PHP or similar programming languages - at least 2 years combined
  • Hands-on familiarity with common tools to debug web-based applications (Chrome/Firefox/Safari/Edge dev tools, Fiddler / Cocoa, Wireshark, Charles) - at least 2 years combined
  • Strong passion for (media) technologies/tools and aptitude to learn quickly

 

Benefits

  • Working with great people in an innovative, fast-growing, and international results-oriented technology startup team
  • Opportunity to make a real impact on the media and entertainment industry across the US, LATAM, EMEA, and APAC markets
  • Competitive salary
  • Free snacks and great coffee
  • Regular and fun team activities (hackathons, skiing days,…)
  • Company laptops also for private use
  • The opportunity to work for an exciting startup, building innovative video solutions
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Confirmed an hour ago. Posted 30+ days ago.

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