Location : San Francisco, CA
Reports to : VP of Customer Success
The Company :
Ustream is the world’s most scalable and social live video platform. Originally created to connect remote military servicemen to significant personal and cultural events, the company has evolved into a socially-fueled vehicle enabling anyone to reach global audiences and share experiences in real-time. Our proprietary technology powers 2 million live video streams and reaches 77 million unique viewers each month. Our greatest opportunity and our key focus as a business is within the enterprise sector. Recent industry research estimates that 1 billion hours of live video was consumed for business communications in 2013, and this number is expected to triple by 2017.
The Ustream Customer Success Manager owns the post-sales experience between Ustream and the customer. The CSM works with our customers to ensure adoption and successful utilization of the Ustream product. They are responsible for the overall and ongoing satisfaction of the customer, driving value realization and return on investment . Included in this support is the responsibility to assure the flawless execution of the customer’s broadcasted events. Successful Customer Success Managers are technology-savvy individuals that work directly with our customers to understand their business and technical requirements and partner with them to ensure their success.
The ideal candidate will have a strong understanding of the Ustream platform and demonstrate technical knowledge of live video streaming technology. Ustream CSM’s must work well under pressure and have proven success managing partners and projects in a fast paced environment.
Support sales and business development teams by supporting premium live and recorded video content on the Ustream platform, with a focus on recorded video content on the Ustream platform, and with a focus on customer success and customer retention.
Communicate technical knowledge of Ustream’s platform, educating clients on best practices for production and web presentation
Develop, maintain and nurture customer relationships
Propose creative solutions to proactively address the customer's business problems and lead the customer's transformation toward incorporating live streaming into their organization
Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
Interface with customers via email and phone and respond to customer's inquiries.
Prioritize and drive resolution on escalated customer issues
Analyze viewership data for premium broadcasts and prepare reports for internal and external clients
Proactively monitor and report on customer usage and success to internal teams
Provide clear and constructive feedback to Product Management and Engineering based on customer requirements
Keep customers informed of process and procedural changes
Be available “on call” to provide support to premium content partners, including nights and weekends
Strong technical knowledge of streaming media platform, equipment, and terminology
Strong desire to learn new information and stay up-to-date with live video streaming technologies
Avid follower of the technology industry and current technology trends
Project management experience
Creative analytical and problem-solving skills
Persuasive oral communication skills - must feel at ease speaking with enterprise clients and internal team members
Strong presentation skills and credibility with C-level executives
Excellent writing and editing skills, and command of spelling and grammar rules
Stress tolerance and tenacity
Multi-tasking and organizational skills - able to roll up sleeves to get work done
Deep experience in one or more industry verticals
Deep mobile or web experience; experience with OS X, Windows and Mobile (IOS and Android)
Ability to work autonomously and to prioritize tasks, while managing a diverse workload
Ability to work in a fast-paced, self-starting, collaborative, entrepreneurial environment where flexibility and teamwork are critical
Excellent client relationship-building skills
Ability to tactfully work through challenging client issues
Superior project management and time management skills
Excellent people skills
Must speak fluent technical English
Strong verbal and written communication skills
Given that the work schedule includes weekends and late nights, you must be flexible in terms of responding to important emails and phone messages during off-peak hours within a timely manner
Experience with any of the following software and computer platforms: Microsoft Word, Excel and Powerpoint, Google Docs, basic HTML, Flash, including Adobe Flash Media Live Encoder, TriCaster, YouTube, Twitter, Facebook, iPhone and Android operating systems and the Ustream platform itself
Things we like: Maybe you’re someone who…
Has an uncanny knack for asking the right questions
Has knowledge of camera and sound equipment
Speaks Spanish or other European languages
Has experience with video and audio production for live events and webcasting events
Full-time, comprehensive benefits, annual salary commensurate with experience, and perks! Exposure to talented, seasoned business leaders, incredible skyline views, insight into the inner workings of a growing tech company, snacks, new coffee buddies, mentors.