Customer Success Manager, Tier I Enterprise

Avid is looking for a Customer Success Manager (CSM) to work with our largest customers to ensure they receive value from their Avid solution investments. You will onboard these accounts, drive progressive adoption and value realization, and deliver an overall high-quality experience that results in increasing NPS and ultimately, strong retention.  You will learn about your customer’s business goals and objectives so you can develop effective success plans that drive achievement of their goals and intended outcomes.  You will act as a trusted advisor building a consultative relationship with key stakeholders within your customer portfolio. You love understanding a product in depth and educating customers on how it can benefit their business. If you love working with customers to deliver value and an outstanding experience in a fast-paced environment, then we want to talk to you.

RESPONSIBILITIES AND DUTIES

• Manage all strategic post-sales activity for Avid’s customers through strong onboarding, progressive adoption activities, relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of the Avid product portfolio and speak with customers about the most relevant features/functionality for their specific business needs.
• Ensure that a plan is in place with each customer to drive positive outcomes and improve the time value is realized from our solutions
• Increase customer retention by conducting regular check-in calls for tactical items and perform strategic business reviews
• Seek out expansion, cross-sell and up-sell opportunities through intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals and articulate how Avid’s solutions can help them achieve their business outcomes
• Monitor accounts to identify churn risk and work proactively with the broader account team to eliminate that risk and guide our customers to a successful renewal
• Partner with Sales, Online Learning and Avid Cloud Practice to engage with customer executives and line-of-business stakeholders.
• Analyze usage patterns, KPI’s and other methods to provide insight and that show the ROI achieved through the use of our solutions.
• Develop strong relationships with Avid Sales, Customer Care, E-Learning, Product Solutions and Operations to ensure alignment and partnerships to support sales thru services selling.
• Be able to communicate technical concepts in business or technical terms.
• Partner with Customer Care to ensure appropriate knowledge transfer is conducted and to support the team when challenges arise.
• Work closely with Product, Customer Care, Engineering on identification and tracking of enhancement requests and bugs.
• Function as the “voice of the customer” and provide internal feedback on how Avid can better serve our business and the customers.

QUALIFICATIONS & SKILLS

• 4+ years Prior CSM and account management experience 
• Bilingual in English and French (additional European language is a plus)
• Strong communication skills and technical aptitude
• Familiarity with Salesforce, Gainsight, CSM/CRM tools and other Software-as-a-Service is a plus
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation strategies
• A real go-getter who takes the initiative to get things done
• Enjoys working closely with customers to deliver value and outstanding experience
• Self-motivated with the ability to own and drive initiatives to completion
• Background in the Media & Entertainment industry and knowledge of tools used for music and video creation and production is a plus

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

ABOUT AVID

Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts. To learn how Avid powers greater creators or for more information, visit www.avid.com.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!