Ooyala’s Client Services team makes sure that our customers and partners are able to grow their business with the full support of our products and services. As a part of this team, Technical Account Managers are technology and strategy experts, who serve as liaisons between our biggest partners, Technical Support and Engineering teams. They handle the customer relationship post-implementation -- from on-boarding to roadmap planning and daily support for our core products and solutions. Technical Account Managers not only serve as technology gurus but also identify new opportunities where our products can better help our customers businesses. In this role the TAM will be connecting with key business executives and stakeholders, developing an understanding of their business requirements and goals. They will manage multiple customers at once, serve as an advocate for our clients' needs and represent Ooyala with the utmost integrity.
Develop a trusted adviser relationship with customer key stakeholders and executive sponsors such that all Ooyala activities are closely aligned with the customer's business case strategy and technical implementation
Leverage comprehensive understanding of Ooyala products and platform to provide relevant adoption and implementation of solutions and enhancements customized to customers' business needs.
Perform implementation reviews, evangelize new product features and ensure the prompt and proper resolution of technical challenges
Guarantee the technical aspects of your customer deployments by providing necessary documentation and technical guidance
Improve product offerings by providing customer feedback on features to Product Management and Engineering
Help partners in their day to day challenges by delivering innovative and scalable solutions to their problems and troubleshooting their issues
Monitor and identify trends in Ooyala adoption and utilization and provide guidance to customers as a part of quarterly business reviews.
Provide timely account or issue executive summary status reporting both to customers and management.
Assist with high severity request or issue escalations as needed.
Manage smooth project initiations, perform regular Backlot and new features training, and help our customers understand Backlot, its APIs and SDKs
Collaborate with Sales, Business Development, Product, Finance, Marketing and Engineering for overall customer success
Represent a knowledgeable, efficient and professional image of Ooyala with all customers
Prior experience managing client relationships
BA/BS degree in software engineering or related field (in lieu of degree, relevant skills or equivalent experience) with a strong record of academic success
Excellent knowledge of at least one of the following scripting languages, PHP, Ruby, Java, C#, Python)
Expert knowledge of current Online Video technologies – incl. HTML5 Native Playback, AdTech, Streaming, OTT, and Analytics.
Demonstrable knowledge of content management and syndication techniques – incl. Media RSS, common CMS workflows, source content distribution (FTP, Aspera, etc)
Data analysis and good data-driven decision-making skills. Strong project management skills
Collaboration skills for working across geographically dispersed functions
Solid experience in problem analysis and resolution of software problems
Ability to articulate technical solutions and how they can solve customer problems to all audiences, including non-technical
Innovative thinker and proactive
A global subsidiary of Telstra, Ooyala's comprehensive suite of offerings span the full life cycle of video, from script to screen. Our product offerings include a media logistics platform used by studios and broadcasters to streamline production workflow and video asset management, one of the world's largest premium video delivery platforms, and a leading ad serving solution. Built with superior analytics capabilities and a strong commitment to customer success, Ooyala's industry-leading solutions help our customers build more engaged and more profitable audiences.
Some of the most successful and innovative media companies and content rights holders in the world— Sky Sports, Vudu, Major League Soccer, NBCUniversal, RTL Germany, Accuweather and Singapore’s Mediacorp—rely on Ooyala.
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