Technical Account Manager
il y a 2 semaines
About us:
TAG Video Systems specializes in innovative monitoring & high-quality Multiviewer software solutions in the Broadcast Media industry. Today TAG supports over 100,000 channels across the four primary broadcasting applications - Live Production, Playout/Master Control, Distribution, and OTT.
Broadcast Media technology is a challenging field, and the TAG software product sets a high technological bar both for competitors and clients. We offer a niche, unique innovative product to monitor content quality for the biggest companies in the market today. Like our product, TAG is a fast-growing, dynamic and ahead of its time company. We pride in our honesty, transparency, unique professional team, and the excellent service we give to our clients. Every one of us here at TAG is a team player with a significant contribution to the company, usually beyond the job scope. This is what makes us who we are.
About the Role:
As a technical account manager - EMEA, you will assist clients with the product’s technical aspects. You will inform and train clients in the product’s proper use to enhance the customer experience and improve satisfaction. Additionally, you will cooperate with the sales team to refine the sales process and ensure customer loyalty, and play a major part in the client’s life cycle.
Responsibilities
· Conducting regular touchpoints with assigned customers to establish and nurture a trusted/strategic advisor relationship.
· Understanding customers' business needs and technical challenges to provide guidance on future adoption and drive continued value from TAGVS solutions and services.
· Collaborating with customers to translate their desired positive business outcomes into actionable objectives, aligning with pre-sales command plans.
· Taking ownership of the technical aspects within the customer delivery process, including developing and managing delivery plans (SOW) in coordination with both the customer and internal teams to ensure successful delivery.
· Responding promptly to product-related inquiries from customers and partners, providing education, support, and effective problem-solving.
· Informing and training clients about TAGVS products and their optimal utilization.
· Documenting customer needs and verifying the resolution of issues to enhance overall customer satisfaction.
· Coordinating with the sales team and cross-functional teams, such as Product Management and R&D, to transform customer business needs and product feedback into innovative solutions.
Required Skills and Qualifications
· Minimum 3 years of experience as a support engineer, technical account manager, or customer success roles in the TV broadcasting industry
· In-depth experience with an emphasis on Troubleshooting in the following areas:
· IP Video (Compressed / Uncompressed)
· Network Switch’s
· Virtualization (VMware)
· AWS, Azure
· Experience with Linux
· Understanding of networking concepts such as DNS, DHCP, and TCP/IP protocols and analyzing network traces
· Experience with creating and monitoring SOW and responding to RFPs - an advantage
· Experience with scripting languages (PowerShell, Python, Bash) and API (REST, SOAP, RPC) - an advantage
· Good analytical & debugging skills
· Excellent organizational, multitasking, and prioritizing skills.
· Strong communication and interpersonal skills, Customer service orientation
· Team player with the ability to work in a remote environment
· Located in Europe and willing to travel 30%
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