SymphonyAI MediaAI (SAIM) is the preeminent leader in Audit and Revenue Management Services for the media industry; auditing billions of dollars each year in license fees, retransmission consent fees, subscriber fees, and royalty payments on behalf of major media companies in the Fortune 500 throughout the world.

Due to a consistent increase in the demand for our services, SymphonyAI Media is seeking a results-driven, highly motivated SaaS Support Analyst to join our Customer Success team.

The SaaS Support Analyst is responsible for developing and fostering positive customer relationships and experiences to increase brand loyalty and promote customer retention. The SaaS Support Analyst must be well-versed on the technical side of products and be able to offer insight and tips on how to use the applications and services they support. The Analyst is responsible for daily customer communications and ensuring the ongoing satisfaction and business needs of their customers are met.

Essential Duties & Responsibilities
 Manage post-sales activity for SAIM’s SaaS customers through strong relationship-building, product knowledge, planning and issue resolution. 
Effectively, timely and professionally communicate with customers; and, as appropriate assure customer matters are properly escalated through the appropriate channels. 
Assist customers with navigational questions, effectively resolve all Level 1 and Level 2 issues, escalate Levels 3 and 4 issues and solution improvement accordingly.
 Achieve all customer timelines and deadlines; proactively communicate with customers and manage any delays in meeting expectations.
 Function as a customer advocate and provide internal feedback on how SAIM can better serve its customers.
 Assist Customer Success team in the adherence of department procedures, best practices, and service level expectations. 
Support product deployments by performing user acceptance and regression testing, among other duties.
 Assure SLAs are met during office hours and put forth best efforts to support customers during off hours depending on criticality. 
Monitor and respond to cloud alert notifications for all SaaS products and integrations.
 Participate in special projects and perform other tasks as required.

Qualifications
 Demonstrable experience in a customer success or customer engagement role in a technical environment.
 Experience using Jira or other similar case management solutions.
 Experience performing User Acceptance and Regression Testing in technical product suites.
 Self-starter with highly developed critical thinking skills and a demonstrated ability to think creatively and practically when troubleshooting and resolving issues.
 Superior verbal and written communication skills; ability to clearly communicate with internal team members and customers alike. 
Operates with a sense of urgency and is comfortable working in a fast-paced environment.
 Promotes a customer centric mindset and is ready to be an internal customer advocate.
 Familiarity with Azure or other cloud-based deployment models useful.
 Familiarity with SQL databases is useful but not required. 
Intermediate to advanced Excel proficiency.
 Business process analysis and application development skills useful.
 Application and physical layer troubleshooting skills. 
BA/BS degree or applicable work experience.

This is a hybrid role at our Denver location.

Salary range $65,000 - $80,000 DOE

Who We Are
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1600 Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 33 countries.

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