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Senior Customer Experience Manager
Position Overview We are searching for a highly motivated professional with Account Management or Relationship Management experience. We are looking for someone who is enthusiastic for Customer Success and Customer Experience and a deep love of working with customers to make them successful. This person must be able to self-manage in a highly visible role within the organization requiring a combination of project management, technical and interpersonal skills to be successful. Job Responsibilities Establish a trusted, strategic advisor relationship with each assigned Platinum+ client and drive continued value of our products and services Help identify individual customer challenges and develop action plans to address their needs in a clear and timely manner Generate fresh ideas and best practices on how to proactively improve our users’ experience and increase adoption of our products Be a champion for Brightcove’s technical best practices, educating customers on the best and most effective ways to implement our products and services with their systems and those of other 3rd party technologies Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Work to identify and/or develop upsell opportunities or areas where our customers could further adopt our product within their organization Collaborate with cross functional teams by providing important customer feedback, process-improvement suggestions and other actions that involve improving our product Demonstrate product expertise through interactions with customers Engage customers to via email, phone calls, and presentations to help them become more successful Conduct product demonstrations and training sessions to improve user adoption Develop, prepare, and nurture customers to achieve success Advocate customer needs/issues cross-departmentally