5+ years in Enterprise Customer Success or Account Management in technology/software
Experience with Fortune 100 technology companies
BA/BS preferred or equivalent experience
Ability to travel up to 33%
Experience managing 10+ accounts
Proven track record in meeting retention and growth quotas
Strong communication skills and senior-level presence
Responsibilities
Provide exceptional customer support and enablement as a trusted advisor
Conduct in-depth analysis of customer requirements and data usage patterns
Scope and define initiatives in collaboration with customers and internal teams
Champion customer success by identifying opportunities for enhancement
Deliver product and analytical support to assigned accounts
Develop understanding of customer goals and align video usage to business outcomes
Establish joint roadmaps with clients to achieve critical goals
Benefits
Hybrid, flexible work environment
Zero employee premium health plan from day 1, plus dental and vision benefits
FSA and 401K with company match
Mobile plan and home internet reimbursement
Personal and professional development programs
Occasional cross-company long weekends
Full Job Description
Description
Requirements
The role
Thrives at the intersection of product expertise, customer service, and strategic thinking.
Passionate about understanding customer needs and crafting effective solutions.
As a Partner Customer Success Manager, you work at the forefront of delivering exceptional service and strategic guidance to our clients to help them achieve their goals. As a trusted advisor, you are responsible for building and maintaining key relationships across your customers while helping them tap into the full potential of the Kaltura platform, ensuring product adoption that accelerates their specific roadmaps.
Focus is on both customer support and initiative scoping.
Provide exceptional customer support and enablement: Act as a trusted advisor to assigned accounts, addressing their technical inquiries, troubleshooting issues, and ensuring their ongoing success with our products and services. Ensure the customer is increasingly empowered to independently troubleshoot issues.
Conduct in-depth customer analysis: Deep dive into customer requirements, analyze data usage patterns, and identify areas for improvement.
Scope and define initiatives: Collaborate with customers and internal teams to clearly define the scope of new projects and initiatives, ensuring alignment with customer needs and technical feasibility, with the guidance of the global account manager and solution engineering team.
Champion customer success: Proactively identify opportunities to enhance the customer experience and drive product adoption. Become a trusted partner, advocating for the customer within the organization.
The day-to-day:
Deliver exceptional product and analytical support to assigned accounts.
Analyze customer data and usage patterns to identify trends, opportunities and potential risks.
Develop and maintain strong understanding of customer goals and how video usage aligns to their business outcomes. Through this understanding, and deep knowledge of Kaltura products, be a trusted advisor for day-to-day product owners and senior level contacts across assigned accounts.
Work with clients to establish a joint roadmap to achieve critical goals aligned with KPIs to measure achievement of these goals.
Communicate frequently with customers via business reviews, health calls, and onsite visits.
Ideally, we're looking for:
5+ years in an Enterprise Customer Success and/or Account Management role in Enterprise technology/software
Experience and demonstrated success working with Fortune 100 technology companies
BA/BS preferred or equivalent work experience with demonstrated proficiency
Ability to travel up to approximately 33% and as required
Experience managing 10+ accounts.
Consistently meet retention and organic growth quotas
Experience managing pipeline, forecast, and executing sales process.
Senior level presence and communication skills.
Self-motivated team player who has fresh ideas and thrives on team success.
Experience selling and supporting deployment of AI solutions.
The perks:
Hybrid, flexible work environment
Zero employee premium health plan, effective from day 1, plus dental and vision benefits
FSA and 401K with company match
Mobile plan and home internet reimbursement
Personal and professional development programs
Occasional Cross company long weekends
The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills and experience of the candidate; and other conditions of employment
