Service Account Manager
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Job Description
Service Account Manager guiding customers through technical and operational needs for Avid systems. Collaborating with teams to enhance customer experience and ensuring successful service engagements.
Responsibilities:
- Serve as the customer’s trusted technical point of contact, providing expert guidance on Avid systems, software, and workflows.
- Act as a trusted advisor regarding the technical needs of the customer to ensure their solutions are aligned with their operational environment and business goals.
- Provide proactive consultation on Avid products and solutions to avoid technical issues and loss of service, including new release versions, End of Life processes, Technical Alerts, and new product introduction.
- Ensure a successful service engagement by educating the customer's maintenance team on Customer Support processes and best practices.
- Advocate for the customer’s technical needs within Avid, particularly around support processes and escalations, bug fixes, and training needs.
- Provide situation management for critical customer escalations by coordinating between internal and external teams, updating key stake holders, and ensuring issues are driven to resolution.
- Assist with project hand-off from Professional Services to Customer Support.
- Collaborate with Customer Support and Engineering to escalate and report design, reliability, maintenance, or software issues and track them to resolution.
- Monitor open support case backlogs, ensuring timely and appropriate resolution of cases and escalations, and reporting back progress to the customer on a regular basis.
- Host regular meetings (cadence TBD by customer) to review status and updates on ongoing technical and service-related issues.
- Support the customer Account Team in pre- and post-sale engagements, including system audits, solution recommendations, and proof-of-concept activities.
- Maintain strong customer relationships by proactively monitoring system health, providing guidance on solution best practices, and identifying opportunities to improve performance and reliability.
Requirements:
- Experience in technical account management, customer support engineering, systems engineering, or similar technical customer-facing role.
- Strong understanding of complex software systems, system architecture, and troubleshooting methodologies.
- Knowledgeable on the process to diagnose and resolve sophisticated issues involving hardware, software, and workflow integration.
- Excellent communication skills, both written and spoken, with the ability to translate technical concepts for both technical and non-technical audiences.
- Experience working with media workflows, including (and preferably) with Avid solutions (e.g., MediaCentral | Cloud UX, Avid NEXIS).
- Strong customer service orientation and the ability to build long-term client relationships.
- Ability to work and communicate cross-functionally, ensuring tight alignment between members of a cross-organizational team.
- Ability to de-escalate intense customer situations.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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