Customer Success Manager

We seek a highly skilled and motivated Customer Success Manager (CSM) with Linux and cloud computing expertise to join our team in the New York tri-state area. This role is pivotal in ensuring client success, addressing inquiries, and delivering exceptional support in a multicultural work environment, with occasional domestic and international travel.

Key Responsibilities:

Client Satisfaction: Ensure high satisfaction levels by promptly addressing client inquiries and needs, leading to customer loyalty and long-term client relationships.

Proactive Communication: Initiate communication with diverse customers, educating them on best practices.

Escalation Management: Escalate complex technical issues, maintaining continuous communication with other company employees and customers.

Customer Feedback: Collect and analyze feedback, identify improvement areas, and communicate feature requests with the product team.

Value Delivery: Demonstrate and communicate the value of our products, maximizing customer benefits and best practices.

Customer Education: Provide ongoing education on product features and updates, fostering product adoption, and onboarding new clients.

Retention Strategies: Develop and implement strategies to enhance customer retention and loyalty.

Conduct Quarterly Reviews: Conduct proactive quarterly reviews with clients, presenting data points on new product features and gaining insights into evolving needs.

Customer Support: Provide top-tier support through various channels, ensuring timely and accurate responses.

Technical Sales Support: Support sales with demonstrations, technical discussions, and other sales-related activities as needed.

Documentation: Create and maintain comprehensive documentation resources related to clients.

Identify and Remediate Churn Risks: Take ownership of recognizing and mitigating potential customer attrition risks.

Core Competencies:

Communication Skills: Be a good listener, adept at following instructions, and maintain a respectful customer-centric approach.

Problem-solving: Configure, troubleshoot, and support computer-based networking and cloud-based systems.

Critical thinking: Be able to consider issues from multiple angles, envision pros and cons, and evaluate options. It is vital to have an objective attitude and be willing to be informed by data instead of guesswork.

Technical skills: In-depth knowledge of Linux-based and cloud computing systems and CRM/ticketing systems.

Time management: Demonstrate ability to meet deadlines by prioritizing tasks, budgeting time, and self-disciplining.

Video Production Tools Experience, a plus - experience with broadcast and professional media asset management and newsroom computer system production workflows.

Requirements:

Bachelor's degree in Computer Science, Information Technology, or related fields.

Proven experience working as a Customer Success Representative (or equivalent role), focusing on cloud (AWS) based applications and media workflow.

In-depth knowledge of cloud platforms (AWS, Azure, GCP), Linux, and associated technologies.

Strong communication and interpersonal skills in a multicultural, global, and flexible work environment.

Problem-solving mindset, with the ability to diagnose and resolve technical issues promptly.

Familiarity with customer support tools and ticketing systems.

Ability to collaborate with cross-functional teams in a fast-paced, dynamic work environment.

Certifications such as LPIC, RHCE, or cloud-related certifications are a plus.

Additional Requirements:

Ability to travel domestically and internationally for client meetings and representation.

Meet and work with other team members periodically - as required by the leadership team.

US Citizen or US resident with valid documentation to work in the United States.

Benefits:

Twenty-two days of vacation per year.

Comprehensive health benefits, including excellent medical insurance benefits.

401K Plan: Participate in our retirement savings plan for financial security. (4% match).

If you are passionate about media workflows, customer success, cloud computing, and Linux and enjoy working in a fast-paced environment, we invite you to apply. Join us in shaping the future of customer success within our diverse and inclusive organization.

About the Fonn Group

Fonn Group invests in companies delivering production and journalistic tools for the media and entertainment industry.

Fonn Group is headquartered in Media City Bergen, Norway. Fonn Group Americas launched in 2020 to bring Mimir and Saga newsroom and video workflow solutions to North and South America Regions. Fonn Group also has a presence in the APAC region.

About our products:

- Saga -


- Mimir -


Department Fonn Group Americas Role Customer Success Manager Locations Fonn Group Americas, New York