Customer Success Manager

Kaltura

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/07/2021
  • Website: corp.kaltura.com
  • Company Address: 250 Park Avenue South 10th Floor, New York, NY, 10003

About Kaltura

Kaltura’s mission is to power any video experience for any organization. Kaltura is the leading video cloud, powering the broadest range of video experiences. Kaltura’s products are used by thousands of global enterprises, media companies, service providers and educational institutions, engaging hundreds of millions of viewers at home, at work, and at school.

Job Description

Description

Kaltura’s mission is to power any video experience and deployed globally in thousands of companies and educational institutions and engages hundreds of millions of viewers at home, at work, and in school. Kaltura is a recognized leader in the Online Video Platform (Educational institutions and Enterprise companies such as Harvard, Yale, SAP, Oracle, etc.) and Cloud TV (Vodafone, Cellcom TV, etc).

Our core values are openness, flexibility, and collaboration, and we are the initiator and backer of the world's leading open-source video management project, which is home to more than 150,000 community members.

We like to think of ourselves as a cool, fun, and talented group of professionals looking to create cutting-edge technology. Kaltura is a fast-paced environment where standards are high, and initiative is always encouraged.

Kaltura currently has approx. 600 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv. We are growing rapidly including positions all over the world.

We promote a flexible and casual work environment. Kaltura provides a Full Benefits Package including health/dental/vision benefits, including a health plan with zero employee premium and coverage, is effective on the employee’s first day. We also offer FSA plans and a 401K plan with a company match. We additionally reimburse for the monthly service for your cell phone and home internet. Kaltura is an Equal Employment Opportunity Employer and a participant of E-Verify.

 

Role is remote

We cannot offer visa sponsorship at this stage

Requirements

We are looking for a passionate Customer Success Manager (CSM) who will partner with and ensure the long-term success of our customers.

The CSM will be a key member of our Revenue team, reporting to the Senior Director, Customer Success. The main responsibilities for this role are retaining, renewing and growing a book of business of existing accounts by developing long-term relationships and connecting with key business executives and stakeholders.

Responsibilities:

·      Become a trusted adviser and foster strong relationships at both tactical and executive levels with customers.

·      Assure customer’s success with Kaltura’s product and services, turn customers into advocates.

·      Help customers maximize the use of video via a deep understanding of customer’s needs, Kaltura’s products and the ENT tech market.

·      Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

·      Communicate frequently with customers via business reviews, health calls and onsite visits (in the future).

Upsells:

·      Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases.

·      Lead, negotiate and close sales into existing customer base.

Renewals:

·      Negotiate and close contract renewals retaining and growing revenue while assuring on time execution.

 Retention:

·      Leverage the relationship as well as close monitoring of adoption and customer’s satisfaction to identify any churn risks.

·      Program manage account escalations.

·      Define and execute a mitigation plan for customers in churn risk.

Liaise:

·      Advocate customer needs/issues cross-departmentally.

·      Be the face of Kaltura to the customer and guide communication with different Kaltura departments - product, finance, services, customer support, etc.

 

Requirements:

·      3+ years in a customer success or account management experience in a SaaS environment.

· BA/BS preferred or equivalent work experience with demonstrated proficiency

·      Experience managing a book of business of over $2M ACV.

·      Ability to travel approximately 33% in the future.

·      Experience managing 25+ accounts.

·      Experienced being responsible for customer retention and renewal in a SaaS environment.

·      Consistently met quota, closing over $500K ACV a year for multiple years.

·      Experience managing pipeline, forecast, and executing sales process.

·      Salesforce.com experience a plus.

·      Experience in Enterprise technology is a plus.

·      Executive level presence and communication skills.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.