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- United States
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Job Summary
The Customer Success Manager plays a pivotal role in ensuring efficient delivery and an exceptional customer experience for OTTera. This role is responsible for managing support staff, their assignment, and to help establish a chain of custody ensuring service-level objectives are met. While this role is not technical in nature, it requires a strong understanding of technical product development and collaboration among teams with technical and non-technical responsibilities.
Duties and Responsibilities
- Oversee the Customer Support project boards, ensuring accurate assignment, prioritization, and timely resolution.
- Serve as the main operational point of contact for internal stakeholders regarding support activities.
- Track ticket progress through dashboards and reports; identify and address blockers.
- Track team productivity through dashboards and reports.
- Participate in daily reviews of open tickets and upcoming deliverables.
- Coordinate resources and facilitate collaboration between teams; Support, Engineering, and Product.
- Proactively manage escalations and urgent client issues, ensuring clear communication and timely resolution.
- Facilitate collaboration between cross-functional teams (e.g., Sales, Product, Engineering) to meet customer commitments and long-term strategic goals.
- Maintain documentation of processes, ticket workflows, and best practices to support scalable operations.
- Deliver regular support updates, including Client Reviews, highlighting ticket trends, resolution metrics, and areas for improvement.
- Identify opportunities for process optimization, automation, and improved team efficiency.
- Provide feedback to Sales and Business Development based on client interactions that may reveal upsell or growth opportunities.
Skills and Experience Required
- Bachelor's degree in Business, Project Management, Marketing, or Technology related field-or equivalent experience.
- 3-5 years of experience in project management, technical account management, or customer success in a SaaS, digital media, or technology environment.
- Strong proficiency with Atlassian products like JIRA, Confluence, Bitbucket, or similar tools, including ticket workflow configuration, dashboard creation, and reporting.
- Skilled in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
- Familiarity with digital media or online platforms, including advertising models and customer service standards.
- Excellent organizational and multitasking abilities in fast-paced environments.
- Strong communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders.
- Detail-oriented with a strong sense of accountability and ownership.
- Experience managing escalations and navigating high-pressure customer situations effectively.
About OTTera
OTTera, a distinguished white label OTT service provider, with its headquarters in Los Angeles, draws upon a rich 14-year legacy of experience. With a large team spanning multiple continents, we provide a diverse range of perspective, background, and leadership.We excel in providing customized OTT application and FAST channel development, global distribution, comprehensive monetization solutions, and everything in between to clients worldwide.
Culture
We're a proudly diverse, global team that values collaboration, inclusion, and a wide range of perspectives. Our work culture is built on open communication - we hold formal standups twice a week, along with regular informal check-ins to support each other and tackle challenges as they come up.
This is a fast-paced, dynamic environment with multiple initiatives moving forward at once. We're looking for individuals who are organized, adaptable, and self-motivated - people who ask the right questions, take initiative, and are excited to help us expand our footprint in the streaming space and shape the future of digital content.
Wünschenswerte Fähigkeiten
- JIRA
- Bitbucket
- Powerpoint
Berufserfahrung
- General Project Management
- Product Owner / Product Manager
Sprachkenntnisse
- English