Serve as a thought leader, customer advocate and manage | partner with our most strategic CSMs and their customers.
Partner with Sales, PS, CS and Cloud Practice to engage with CSM’s and possibly the customer executives and line-of-business stakeholders.
Develop and execute high-level success plans in collaboration with CSM’s, Sales, CS, E-learning, Ops and PS to reflect a clear statement of “what” and “how” you will encourage and coach behavior to throughout the Enterprise customers lifecycle.
Determine CSM build out with Sales leadership using RR and other metrics to guide the process.
Analyze usage patterns, email campaigns, KPI’s and other methods to provide insight and guidance to CSMs and Avid Management.
Be the Liaison between the CSMs and internal teams at Avid – always advocating for the CSM’s and the customer (VOC).
Gain consensus with key customer stakeholders.
Measure the results of executed strategies and plans to determine efficiency and identify customer resources requirements and dependencies to address gaps. Adjust as necessary.
Collaborate and communicate to ensure alignment on all strategic plans.
Drive cross-functional opportunities for adoption growth and deliver adoption related insights of specific customer outcomes.
Develop strong relationships with Enterprise sales, CS, E-Learning, PS and Operations to ensure alignment and partnerships to support sales thru services selling.
Be able to communicate technical concepts in business or technical terms.
Deep understanding of services and what outcomes are achieved when each type of services is leveraged by the customers.
Partner with CS management to ensure appropriate knowledge transfer is conducted and to support the team when challenges arise.
Understanding of CSM tools, Salesforce, SAP, and other applications in support of the customers.
Be an active manager | leader within the CSM team to guide new hires, share knowledge and act as a player coach within the team.
Experience within the Media, Broadcast and Sound Industry
BA/BS degree or equivalent work experience
5 + years of managing people in a customer-facing environment with proven outcomes
More than 5 years of SaaS experience
Strong people skills, communication skills and technical aptitude
Familiarity with Salesforce, CSM Tools and other Software-as-a-Service is a plus
Self-motivated team manager who has fresh ideas when it comes to employee mentoring and learning
Avid Technology is an American technology and multimedia company based in Burlington, Massachusetts and founded in August 1987 by Bill Warner. It specialises in audio and video; specifically, digital non-linear editing systems, video editing software, audio editing software, music notation software, management and distribution services.
Avid products are now used in the television and video industry to create television shows, feature films, and commercials. Media Composer, a professional non-linear editing system, is Avid's flagship product.