Customer Success Manager

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.

As the industry’s R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.

About Grass Valley?

As the world continues to evolve, Grass Valley is also transforming: Creating innovative breakthrough solutions to serve customers’ changing needs and realities. We are proud that for over 60 years, our innovations have enabled content creators, broadcasters and media organizations to produce rich, compelling content that brings the viewer even closer to the action; more engaged with the story and more connected to others.

Our people are creative, knowledgeable, passionate and dedicated, working together to deliver high quality solutions and services to customers all over the world. We are looking for our future ambassadors, technologists, thought leaders and innovators to continue this beautiful journey with us. This is your opportunity, join us!

Why Grass Valley?

GV is the leader in live broadcast solutions.

GV keeps current with the evolving market: We create innovating breakthrough live broadcast solutions to serve customer’s needs and realities.

GV’s rich history: For the last 60 years, we have enabled the production of rich and compelling content bringing viewers as close to the action as possible. We believe in real connection.

The GV people: We are knowledgeable creatives. We thrive on passion, dedication, and collaboration. At GV, we have one main goal, which is to deliver high quality and individually curated solutions to customers worldwide.

Are you our next ambassador, technologist, thought leader or innovator?

Help us continue to spread the broadcast magic. Join us!

For further information, please visit www.grassvalley.com

The role:

Grass Valley is looking for a Customer Success Manager who possesses a strong drive for results. The Customer Success Manager is responsible for managing activities and performance of commercial business accounts. In addition to driving engagement and retention strategies into the portfolio, you will also be responsible for several initiatives, including (but not limited to) maintaining ongoing customer relationships and engagement, implementing success programs, on boarding clients. The CSM should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer end user complaints\requests. The CSM will also help articulate the vision of how our consumer strategy and experience should be delivered and supported, and work with executive management to make sure the organization can deliver on that promise.

Responsibilities:

• Drive customer communication
• Handle, track (with our technology) and resolve customer requests and complaints. Create management level reporting of issue categories and paths to resolution.
• Act as a trusted advisor, thought leader, and subject matter expert to customers about the full suite of our customer's products and services.
• Proactively manage all activities related to Major Account business books and other business as required (a prioritized list will be shared and worked in such order).
• Establish regular communication sessions with customers to review prior period post sales & support successes and challenges, and plan for next period post sales activities.
• Analyse progress and customer response, update senior leadership and advice measurable insights on how customer experience could be improved.
• Capability to communicate brand/products effectively and both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums.
• Implement ongoing engagement and retention strategies, with all major and strategic accounts
• Collaborate with the senior leadership to identify new and modify existing tactics to improve customer retention performance.
• Help identify and implement best engagement practices to achieve customer relationship retention and growth goals.

Who you are:

Requirements & Skill: 

• Bachelor’s Degree in Communications or Marketing or business-related field
• 4 years’ experience in a client service position, experience in sales leadership and management.
• Knowledge of customer success processes. Passion for service.
• Ability to communicate effectively with customers remotely or onsite, employees, and managers and have excellent customer service skills
• Ability to define, create and execute on processes to drive a positive client and end-user experience.
• Good sense of curiosity with genuine desire to learn and think with agility and applying them in new and unfamiliar situations
• Confident working in a fast-moving environment, with a willingness to make quick decisions based on continuous prioritization and evolving customer needs
• Patient and active listener. Self-driven and proactive nature.
• Strong technology skills, e.g.,Slack, Zoom, Excel, social media, and ability to learn new software.
• Highly organized and able to multi task
• Excellent communication, written and presentation, and interpersonal skills.

Other Preferred Skills:

• Strong customer focus
• Strong multi-tasking skills
• Self-starter who is excited about technology
• Exposure to Cloud computing, security concepts, Virtualization, Video over IP, server-based applications, computer networking and Video Broadcast Technology
• Willingness to learn and adapt to the entire technology stack
• Solid research skills with an emphasis on finding and using information quickly
• Proven ability to function as a part of a team.
• Excellent written and verbal communication skills.
• Proven ability to meet deadlines.
• Be hardworking, organized, team orientated and be able to work under pressure.
• Ability to travel to and work at customer sites on a regular basis if require

Grass Valley offers competitive compensation packages in an energizing and supportive work environment.

This job description is intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.

Grass Valley is an equal opportunity employer and makes employment decisions without regard to gender, marital status, race, religion, colour, age, disability, sexual orientation or protected veteran status.