Customer Success Manager

Globally, Amagi works with 800+ content brands, delivering 3800+ channels with deployments in 150+ countries, managing programmatic ad opportunities over 50 billion. Amagi has industry-leading deep technical integration with 150+ Free Ad-supported Streaming TV (FAST) services, making it one the largest tech providers and a first-party ad platform for the FAST industry segment.Amagi has a presence in New York, Los Angeles, London, Paris, Singapore, Seoul and Sydney, with innovation centers in Bangalore, Zagreb, and Lodz, and a global media monitoring center in New Delhi. Amagi is one of the highest valued mediatech companies in the world and its investors include Accel, Norwest Venture Partners, General Atlantic, Premji Invest, Avataar Ventures and Nadathur Holdings.

Today, Amagi is the fastest growing media and entertainment technology company on Earth. Founded in 2008, Amagi is a global leader in cloud-based products and solutions for broadcast and connected TV. Our cloud-based platforms support broadcast-quality, 24-hour linear channel production, channel distribution to Free Ad-Supported Streaming TV platforms, live orchestration for sports and news, OTT server-side ad insertion, and monetization analytics, as well as cost-effective disaster recovery.

Our identity and mission: Amagi, epitomizing the essence of freedom, embarks on an extraordinary mission to establish the worlds foremost media technology business rooted in a foundation of goodness. Our commitment to autonomy is paralleled by our shared connection through a compelling purpose, with the Amagi way serving as our guiding light. In our pursuit, we strive to create a harmonious blend of individual freedom and collective purpose, shaping a unique and transformative journey that sets us apart in the realm of media technology.

For more information, visit www.amagi.com.

Work Location: Bengaluru (Bannerghatta Road)

Job Profile:

As a Customer Success Manager, you will play a critical role in supporting clients through their journey with our products. This entry-level position focuses on client satisfaction and engagement, ensuring that clients can effectively use our high-tech software solutions and derive maximum value. Acting as a trusted advisor, you will guide clients through onboarding, address their queries, and collaborate with internal teams to ensure a seamless experience. With opportunities to learn and grow within the broadcast, digital (OTT), and linear industries, you ll become part of a dynamic team supporting global-leading software solutions.

Key Responsibilities:

Client Account Management

• Manage a portfolio of assigned client accounts, focusing on maintaining and nurturing positive relationships at all levels.
• Regularly check in with clients to gather feedback, address concerns, and understand their evolving needs.
• Assist clients in understanding how to maximise the value of our products by identifying key features and best practices tailored to their business objectives.

Support and Issue Resolution

• Respond to client inquiries and support requests, ensuring issues are resolved promptly and professionally within agreed Service Level Agreements.
• Track, escalate, and monitor the progress of any client-reported issues or feature requests, working closely with internal teams to ensure timely resolution.
• Provide updates to clients regarding the status of their requests, managing expectations effectively and building trust.

Collaboration with Internal Teams

• Act as the bridge between clients and internal departments (e.g., Product, Engineering, Professional Services), sharing insights and feedback to improve client satisfaction.
• Participate in team meetings and knowledge-sharing sessions to stay updated on product updates, new features, and potential areas for client engagement.

Documentation and Knowledge Building

• Maintain comprehensive documentation of each client s unique setup, preferences, and business context to provide personalised support.
• Build and organise a repository of client FAQs, best practices, and troubleshooting tips to enhance the efficiency of support interactions.

Continuous Improvement and Proactivity

• Identify common client questions and challenges, proposing proactive solutions and improvements to minimise recurring issues.
• Monitor client usage patterns and health indicators, reaching out proactively to address any areas of concern before they become support issues.

Project Support and Execution

• Support project tasks within the team as needed, such as participating in user testing for new features or collaborating on initiatives aimed at improving customer success processes.
• Contribute to client satisfaction surveys and gather qualitative feedback to understand the impact of our services and identify areas for improvement.

Skills and Expertise Required:

• Strong verbal and written communication skills with an emphasis on client interaction and relationship-building.
• Basic technical skills or a willingness to learn technical aspects relevant to our products.
• Team-oriented with the ability to work collaboratively across departments to achieve client satisfaction goals.
• Basic organisational and project coordination skills to manage multiple client accounts and support requests effectively.
• A proactive attitude, with a willingness to learn and continuously improve in a fast-paced, high-tech environment.
• Willingness to work in the US time zone (6 PM to 3 AM IST)
• Prior experience or education in customer success, account management, or a related field is a plus, but not mandatory.

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. Amagi 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.