RESPONSIBILITIES:
Kforce has a client in need of a remote Technical Account Manager who is willing to work EST hours in Studio City, CA. Summary: Job responsibilities will entail collaborating with team members, customer support, and customers to communicate and find resolutions to issues with the application which services the needs of movie studios, independent film and digital content distributors, production companies, and others in the entertainment field. Focus will include immediate communication, managing system downtime, stabilizing the existing application to reduce downtime while increasing quality, and solutioning in real-time with enterprise level customers and the technology team. Responsibilities:
- Interact with customer to troubleshoot and resolve software issues and questions
- Lead a small group of developers and customer support specialist
- Prioritize and manage software defects and enhancements through SDLC, owning customer delivery.
- Work within the engineering development process, while working across vertical teams for integration
- Work with engineering team to establish reasonable and attainable deadlines for resolution
- Work with Dev Op’s team to coordinate proper deployment of all changes
- Prioritize and manage customer issues through company help desk software
- Communicate issue status and collaborate with customer on product features in future releases
- Recommend product features/changes to help fulfill customer needs
- Present system demonstrations to executive team and end user
Job Requirements:
REQUIREMENTS:
- Project management, PMP is a plus
- 6+ years’ experience in a customer support role involving software support and end-user interaction
- Analytical skills with ability to perform root cause analysis on customer facing issues
- Ability to multi-task with high attention to details
- Prior experience working in a SaaS environment with a background in entertainment is desired
- Ability to prioritize and manage several milestones and projects efficiently
- Experience interacting with customer at various levels – executive team and end user
- Professional written, verbal, and interpersonal skills are essential
- Prior experience as a business analyst or engineer/developer
Preferred Skills & Experience:
- Track record leading a small customer facing team
- Aptitude to learn and understand a complex application with customer specific integrations
- Consulting background in technology, entertainment industry or financial system(s)
- Experience with account management with a focus on land-and-expand where applicable
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.