Technical Account Manager

Technical Account Manager - Full Time, New York, NY

As a Technical Account Manager, you will be a key point of contact for ViewLift’s valued clients, primarily focusing on our strategic accounts. This dynamic role combines building strong client relationships with providing critical technical support to ensure clients success and satisfaction with ViewLift's product and platform.

Responsibilities

• Client Relationship Management: Build and nurture strong, trusted relationships with a portfolio of assigned clients, ensuring their ongoing satisfaction and success with ViewLift’s products.
• Proactive Engagement: Implement proactive communication plans to regularly connect with clients, anticipate their needs, and address potential challenges.
• Customer Advocacy: Serve as the primary advocate for your assigned clients, understanding their business objectives and ensuring ViewLift's solutions help them achieve their goals.
• Technical Assistance: Provide direct technical assistance to customers via phone, email, or Slack for OTT applications, ensuring timely issue resolution.
• Troubleshooting & Incident Resolution: Troubleshoot technical issues with applications by analyzing log files, error messages, and user reports. Investigate and resolve incidents following standard operating procedures (SOPs) to identify root causes and implement effective solutions.
• Incident and Feature Request Logging, Monitoring and Prioritization: Log and monitor incidents, prioritizing and managing them through to resolution. Track and manage, ensuring proper documentation and coordination with development teams for resolution.
• Cross-functional Collaboration: Collaborate closely with internal support teams, development teams, and third-party partners to escalate and resolve complex technical incidents.
• Change Management: Participate in change management processes to review and assess proposed changes to OTT applications, ensuring client impact is considered.
• Knowledge Base Contribution: Create and update knowledge base articles, FAQs, and troubleshooting guides to empower clients and internal teams.
• Process Improvement: Identify and suggest areas for improvement in processes, tools, and systems related to OTT application support, promoting continuous efficiency and use of AI and Automation.
• Quality Assurance: Participate in quality assurance activities, including testing new features and verifying fixes before deployment.
• Performance Monitoring: Monitor client satisfaction and product usage data for your assigned accounts.

Requirements

• Education: Bachelor’s Degree in Computer Science or an equivalent field.
• Language Skills: Excellent verbal and written communication skills in English.
• Experience: Minimum 2 years of experience in customer support or clients success roles for Enterprise or SaaS-based applications.
• Availability: Availability for night shifts, including weekends, holidays, or on-call support.
• Tools: Experience with Content management systems and ticketing tools and CRM systems.
• Interpersonal Skills: Strong interpersonal and customer service skills in a team-oriented environment.
• Technical Understanding: Understanding of streaming devices and products like Roku, FireTV, Apple TV, Samsung/LG TV, etc.
• Preferred: Candidates with a background in OTT Support, content management system and SaaS client success are strongly preferred.

About ViewLift

ViewLift is a global leader in digital content distribution, empowering media companies, sports leagues and teams to monetize their content across every screen. Our end-to-end OTT (Over-The-Top) video streaming platform enables clients to launch and grow their businesses with branded native applications on major devices including web, mobile, TV-connected devices, Smart TVs, and gaming consoles.

We provide a comprehensive, purpose-built technology stack that includes robust content management systems (CMS), advanced analytics, personalization engines, and flexible monetization models (AVOD, SVOD, TVOD, and hybrid options). Our clients include Monumental Sports Network, NHL, NBA and MLB teams (including the Vegas Golden Knights, Chicago Bulls, Seattle Mariners and more), Professional Fighters League, LIV Golf, and many others across sports, media, and entertainment.

Job Type: Full Time

• Work Location: In Office