Customer Success Manager

Resi Media, LLC is a technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

Job Summary:

We are looking for a Customer Success Manager to provide high-level proactive support to our customer base. In this role, you will understand customer inquiries, support the successful adoption of our solutions and products, problem-solve to find the best solution for them, and transform customer interaction with a service oriented and personable attitude. If you are a powerful client advocate and you desire to be a part of a collaborative, fast-paced team that focuses on providing world-class service, we want to hear from you!

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

Benefits and Compensation:

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid company holidays
• 15 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: $55,000 - $60,000 

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do: 

• Work through our ticketing software to ensure customers are receiving accurate and timely solutions.
• Answer and make proactive calls to customers to address their needs or issues with our product.
• Maintain up to date information to ensure seamless communication and ability to troubleshoot questions that may arise.
• Identify and communicate bugs to escalation points.
• Juggle multiple priorities and work functionally cross-team.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals. 

What You'll Bring:

• Technical support experience with an online service product (ticketing, phone systems).
• Ability to partner with internal teams such as product, sales, and engineering to work cross functionally.
• Curious, quick learner, customer solution focused.
• Excellent listening skills to fully understand customer inquiries.
• Ability to adapt to a rapidly changing environment.
• Deeply passionate about helping others.
• Experience with FreshDesk or a similar ticketing system.
• Experience interacting with Zapier or various APIs and pulling data.
• Experience building tools and dashboards.
• Working knowledge of IT, networking, computer hardware and software concepts.
• Experience as a video engineer in a broadcast environment.
• Knowledge of video standards, formats, and interfaces.
• Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
• Working knowledge of the Linux Operating System, and web platforms such as Google Apps.

Work Environment & Physical Demands

This job operates in a professional office environment. This role consistently operates standard office equipment

such as computers and phones. This is largely a sedentary role that primarily involves sitting or standing. This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. 

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact peopleteam@pushpay.com.

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000 customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

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