If you love supporting customers via email and phone, if you enjoy speaking with customers and assisting them to get the most out of the streaming solutions of Lightcast.com to benefit their organizations, and if you have experience with media production and live-encoders, even as a volunteer in a church, email us your resume today!

Part of your exciting responsibilities will be to ensure customers are fully onboarded, proactively drive adoption, and identify expansion opportunities. This position will work closely with Sales, Account Management, Tech Support and Development Teams in Europe and the US and follows a success protocol to make sure that customer orders are being communicated and executed in time.

Responsibilities

• Respond & resolve customer inquiries via email and ticket system (30+/day) in a timely and efficient manner by working with various departments across the organization to advocate for the customer and work together to resolve any requests
• Oversee the onboarding of new accounts and ensure successful implementation
• Account Training Calls and Encoder Configuration Calls with (new) customers
• Performing Live Streaming tests with customers
• Place and receive calls to/from customers
• Identify growth opportunities within existing accounts
• Educate customers about Lightcast.com products and services both over the phone and email
• Pro-actively providing and follow up on product quotes, up-sells, down-sells and cross-sells while maintaining excellent product knowledge
• Maintaining and contributing to Customer Satisfaction campaigns and phone surveys
• Effectively manage, support and continually update Company CRM and work with our Customer Success teams to ensure data quality and the usage of the platform as a toolset
• Performing other administrative support duties as requested
• Writing contribution for Lightcast.com Blogs and Newsletters for best practices on how to use Lightcast.com services

Qualifications:

• At least 1.5 years of successful experience in Customer Success or Account Management in a SaaS company, preferably in a related field
• Deep knowledge of SaaS products and services
• Candidate must possess excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
• Excellent problem solving skills, taking a consultative approach to find the best solution
• Proficiency in all Microsoft Office Programs, including Word, PowerPoint, Excel and email programs.
• Willing to learn and adapt to new technologies and systems easily
• A. or B.S Degree

To perform the job successfully, an individual should demonstrate the following competencies:

• ‪‪Problem Solving - Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Work well in group problem solving situations.
• ‪‪Technical Skills - Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Share expertise with others.
• ‪‪Customer Service - Respond promptly to customer needs; Meet commitments; Display pleasant and friendly demeanor; Handle situations with the best interest of the customer and the company in mind; Go beyond the call of duty to provide exceptional service.
• ‪‪Interpersonal Skills - Maintain confidentiality; Listen to others and remain open to others' ideas and willing to try new ideas.
• Teamwork - Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives.

Please email resume with complete job history for consideration and reference the job title.

If you match the experience, requirements and profile for this position, please send your application and resume with references to dreamcareer@lightcast.com

Only candidates with residence within the Charlotte area will be considered.