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Resi Careers

Customer Success Manager

Locations: Westminster, CO

Position Status: FT Exempt

Salary Range: $50,000 to $65,000 base salary, plus on-target compensation

Resi Media, LLC is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

We are looking for a Customer Success Manager to provide high-level proactive support to our customer base. In this role, you will understand customer inquiries, support the successful adoption of our solutions and products, problem-solve to find the best solution for them, and transform customer interaction with a service oriented and personable attitude. If you are a powerful client advocate and you desire to be a part of a collaborative, fast-paced team that focuses on providing world-class service, we want to hear from you!

Responsibilities

  • Work through our ticketing software to ensure customers are receiving accurate and timely solutions
  • Answer and make proactive calls to customers to address their needs or issues with our product
  • Maintain up to date information to ensure seamless communication and ability to troubleshoot questions that may arise
  • Identify and communicate bugs to escalation points
  • Juggle multiple priorities and work functionally cross-team
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

Qualifications

  • Technical support experience with an online service product (ticketing, phone systems)
  • Ability to partner with internal teams such as product, sales, and engineering to work cross functionally
  • Curious, quick learner, customer solution focused
  • Excellent listening skills to fully understand customer inquiries
  • Ability to adapt to a rapidly changing environment
  • Deeply passionate about helping others
  • Experience with FreshDesk or a similar ticketing system
  • Experience interacting with Zapier or various APIs and pulling data
  • Experience building tools and dashboards
  • Working knowledge of IT, networking, computer hardware and software concepts
  • Experience as a video engineer in a broadcast environment
  • Knowledge of video standards, formats, and interfaces
  • Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv
  • Working knowledge of the Linux Operating System, and web platforms such as Google Apps

How to Apply

Email your resume to [email protected]. If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience. Visit resi.io/careers for more information about our benefits and other open positions.