Customer Success Manager

The Customer Success Manager will be responsible for ensuring our customers and partners are receiving a world class post sale customer care and technical service program. Our growth strategy is underpinned by successfully pivoting to a recurring offering with our existing and new products. The CSM team is crucial in establishing the relationship between Vizrt and our customers, by partnering with customers to implement, adopt, and support them.

Requirements

• Communications, engineering, marketing degree or similar
• Very good knowledge of tools and software for video/TV production
• 5+ years' experience in broadcast production, broadcast systems vendor (service team) or similar
• Basic knowledge of Cloud and IP environments
• Proven track record of working in problem-solving and coordinating/team-leading role
• Familiarity with Vizrt products for operations or maintenance activities will be an added value
• Highly organized and able to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• Knowledge of customer success processes
• Experience in document creation
• Patient and active listener
• Passion for service

Supervision Received

This role will require a self-starter approach with minimal supervision and significant leadership skills. The person should have very strong inter-personal and communication skills. Upholding a customer-centric focus and mind-set, under the direction of the Global Director of Customer Success. Needs to know how and when to escalate.

Responsibilities

This role drives proactive customer care and service and ensures smooth customer renewal and high customer satisfaction. Initially, success metrics will focus on Customer Satisfaction (referrals, testimonials, CSAT etc.) and in time, additional metrics used to monitor success are likely to be around ARR growth, NRR rates, NPS, Customer engagement (health scores) and others.

Tasks and Duties

• Drive customer success outcomes with a clear path to value for each customer relationship. We want customers who want to stay with us, who maximize the value of our offers through strong Software adoption, who are happy to refer and advocate the value that Vizrt brings to them and leads to new business growth
• With exceptional customer intelligence gained through our trusted relationships, work in partnership with our Post-Sales departments, Sales and Marketing organization to support renewals and seize opportunities for cross-sell and upsell
• Define our customer journey as part of our CS Strategy that maps the experience, moments that matter, and defines inflection points through the journey that allow us to standardize and scale customer care and technical support offerings and always look for opportunities to improve
• Deliver a world-class Customer Enablement program across our segments that onboards them to a new experience with us, provides them with the best resources and training for them to be successful, that they develop a strong and trusted relationship with us because they know we are committed to their success
• Contribute to a world class CSM team that is engaged, and purpose driven, by focusing on attracting the best talent to Vizrt and creating a strong culture of collaboration and innovation within the team
• Measure and optimize success with the right processes and technology in place to maximize insight points that allow effective measurement, tracking and improvement of performance
• Use a combination of internal intelligence and analysis combined with thought leadership across the industry to influence the ongoing strategy, proposals to the executive team and feedback loops to influence future roadmaps
• Build a Customer Success mindset across the organization through effective partnership work, advocacy and strong credibility as a Customer Success leader

Benefits

Across Vizrt, we all work with our shared purpose in mind; to deliver more stories, better told. That is because we believe that stories have the power to impact not just the audience, but the teller as well. A well-crafted and well-delivered story can change the world. We strive and innovate to deliver the best software-defined visual storytelling tools to the world's storytellers across broadcast, media, public service, enterprise, not-for-profit, education, health, houses of worship, in fact wherever there is a need to educate, entertain or inform. Because that is what stories do, it is why they are important. 

4 billion humans see the stories that our customers tell every day. So, for us diversity is not an optional objective, it is a simple reality. Our customers' customers are diverse, our customers are diverse, Vizrt gains strength from being diverse. 

It is true that we hold our diversity to be essential, it is something we constantly nourish and pay attention to, but it is not something we take for granted. We do not tolerate discrimination or harassment. We champion inclusion and we value each other's stories, and we relish their telling.

We offer a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy
• Paid Time Off: Generous vacation days and holidays to ensure you have a work-life balance
• Lunch vouchers through Swile
• Professional Development: Opportunities for ongoing training

Join our team and take advantage of these benefits while working in a dynamic and supportive environment.

• Recruiter Screening 
• Team Interview 
• Case Interview
• Final Interview