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22/04 Pratiksha Jichkar
Talent Acquisition Specialist at Amagi

Views:492 Applications:59 Rec. Actions:Recruiter Actions:9

Amagi - Customer Service Manager (8-10 yrs)

Bangalore Job Code: 1084293

Amagi Background:

Amagi is a SaaS platform that lets every content owner deliver their content to consumers anytime, anywhere, to any device. Amagi helps bring entertainment to hundreds of millions of consumers leading the transformation in media consumption. We believe in a connected ecosystem bringing content owners, distribution platforms, consumers, and advertisers together to create great experiences.

Amagi grew by 136% last year and is on its way to double itself again this year. The market leader in FAST (Free Ad-supported Streaming TV), it delivers more than 500 media brands to 1500+ end points and growing exponentially.

We are looking for a Customer Service Manager who will work as a consultant to the customer. As CSM, you'll play a critical role in improving customer experience with Amagi, increasing cross-sell opportunities, and reducing the churn risk. You are a key link between account management, operations, onboarding, product teams and the customer.

Key responsibilities include (but are not limited to):

- In charge of Customer Service Management for the Gold and Strategic customers in the US and EMEA Region.

- Be the eyes and ears of Operations, Onboarding and Account Management. Pass on all relevant info to the Ops, Onboarding and Account Management team to fulfil customer requests and reduce customer's wait time on Amagi.

- Work as a consultant to the customer to train them on Amagi products and make sure they make full use of all the products and functionalities.

- Understand the customer goals and propose additional products/services offered by Amagi to help them achieve the goal. Provide advice on how Amagi products can be effectively used to reduce their workload.

- Be the Voice of customer within Amagi. Identify the pain-points of the customers and collaborate with internal teams to ensure all of them are addressed.

- Be the First point of escalation/contact for all service-related queries.

- Frequently interact with customers to build an effective relationship and trust and help to improve their overall experience with Amagi.

- Monitor the Quality of Services delivered to your customers and organize periodic reviews indicating contracts SLAs and the analysis of representative KPIs. Collect feedback, monitor customer satisfaction, and develop improvement plans to address concern areas.

- Remain knowledgeable of market and industry trends, competitors, and leading customer strategies

- Travel: 20% of the time, internationally and locally. Must always maintain a valid passport.

You will excel at this role, if you have:

- Minimum 8-10 years' experience in customer facing roles like CSM/ Presales Lead/Business Analyst, preferable at a SaaS Organization

- Understanding of Software Product Development Lifecycle and ability to learn new technologies

- Outstanding stakeholder management and communication skills, including demonstrated oral, written, and presentation abilities

- Ability to multitask and prioritize effectively, while ensuring a high level of accuracy and attention to detail

- Successful track record of working in a dynamic and fast paced environment, often accompanied by stringent deadlines

- Strong analytical bent of mind and structured problem-solving approach

- Able to work and deliver under minimal supervision/independently

Women-friendly workplace:

Maternity and Paternity Benefits

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