Customer Success Manager

Salary Range: $50,000 to $60,000

Resi Media, LLC           

Locations: Westminster, CO

Position Status: FT Exempt

 

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

If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience. Apply by sending your resume to [email protected]