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Service Account Manager

Company: Avid Technology
Location: Burbank
Posted on: October 6, 2019

Job Description:

Service Account Manager Avid Technology is looking for a Service Account Manager to join our team based in Los Angeles, LA area. This is a great opportunity for someone with a balance of technical skills and service account management to help drive the success of some of Avid s largest customers. At Avid, our vision is to empower the connection between content creators and consumers for the joy and enlightenment of people everywhere. About Avid Through Avid Everywhere, Avid delivers the industry's most open, innovative and comprehensive media platform connecting content creation with collaboration, asset protection, distribution and consumption for the most listened to, most watched and most loved media in the world from the most prestigious and awardwinning feature films, music recordings, and television shows, to live concerts and news broadcasts. Industry leading solutions include Pro Tools , Media Composer , ISIS , Interplay , and Sibelius . Our digital audio and video solutions continue to revolutionize the art of creative storytelling, and have earned us hundreds of awards, including two Oscar statuettes, a Grammy , and 14 Emmys .

About the Role At Avid, every role has a significant impact and is an integral part of realizing our mission - create the most powerful and collaborative media network to enable the creation, distribution and monetization of the most inspiring content in the world. As a Technical Account Manager at Avid, your responsibility is to provide an excellent customer experience for our clients by anticipating and resolving customer challenges or issues in a manner that exceeds customer expectations. The successful candidate is energized by making customers happy and is driven to create success in challenging situations through creative problem solving, communication, and persistence.

More specifically, you will:
-Act as a primary point of contact for the assigned account(s), and provide account and customer relationship management
-Manage the overall and ongoing service relationship with our customer through proactive, open, responsive and collaborative account management.
-Manage customer expectations, keeping customers happy and expectations realistic
-Act as a liaison between internal teams to ensure customers needs are being met; coordinating with sales, customer loyalty, professional services, product management and support personnel.
-Communicate regularly with your customer to evaluate satisfaction and proactively identify upcoming needs. -Deliver quarterly account reviews with the sales and services leadership team to the customer.
-Proactively engage with the Professional Services (PS) team for customer projects. Participate in project planning calls with PS for upgrade planning, and facilitate the post upgrade handoff to Customer Success.
-Remain focused, at all times, on the customer experience and satisfaction impact, advocating the customer requirements and expectations within Avid.
-Be prepared to travel up to 30% of the time.

About You:

- Bachelor s Degree or equivalent.
- 5+ years experience in a Customer-facing environment, account management or similar role
- Excellent business writing and communication skills are a must for this job
- Excellent organizational, analytical and negotiation skills
- Excellent problem solver; Ability to define problems, collect data, establish facts and draw valid conclusions.
- Must be enthusiastic, action oriented, capable of independently solving complex workflow problems, and able to communicate clearly and effectively to internal and external stakeholders
- Prior experience and knowledge of the media industry(Broadcast, Post-production); understanding of the technology, workflows, 3rd party integration and other components in a media enterprise environment
- Experience in a Customer Satisfaction focused environment

In addition to meeting job qualifications, you would share our values and thrive in our culture:

Our Customer s Success:

- We enable our customers to more easily, efficiently and powerfully create value and succeed with solutions that address both their current and future needs. Performance Excellence, Everyday
- We set a high performance standard for ourselves in everything that we do working collaboratively to do what is right over what is easy. Creative and Open Problem Solving -- We seek unique and creative solutions to the challenges of our customers, and the industry overall, in a smart, thoughtful, and open manner.
Energy and Effort in our Work Together -- We demonstrate a strong work ethic in all that we do; undertaken with passion, a sense of urgency, and a commitment to the tasks we have in front of us. Personal and Collective Accountability -- We accept responsibility in our decisions and actions toward common goals aligned with the needs of our business community. Finding Joy and Passion in All that We Do - We participate in the Joy we bring to our community with the knowledge that what we do makes life easier and more fulfilling to our customers.

EEO is the Law. For more details, please visit the following link: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Keywords: Avid Technology, Burbank , Service Account Manager, Executive , Burbank, California

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