Frequency · 1 day ago

Technical Account Manager

United States

Full-time

Remote

Mid Level

$100K/yr - $120K/yr

3+ years exp

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Responsibilities

Manage operational relationship with customers, including scheduling regular meetings, service requests, providing feedback to ensure all products purchased meet and exceed customer expectations

Serve as technical subject matter expert on all aspects of operations and collaborate on defining new requirements for larger scale customer onboarding across the customer development, product, and customer readiness teams

Onboard first party content creators, third party content aggregators, and multi-channel network content providers for Video On Demand (VOD) and Over-The-Top (OTT) in Frequency's Studio Platform

Create and maintain reasonable project plans and schedules to manage customer expectations (both service and content provider)

Track and communicate any new product features and services with customers, proactively identifying opportunities to upsell technical solutions

Act as liaison between content providers, service providers, and internal stakeholders for project success

Track and report required project deliverables using appropriate tools

Escalate and document any technical feature gaps, feed health status, questions, concerns, raise as necessary within the core operations team to identify and implement process improvements

Create and maintain team documentation

Assist with product and services training

Qualification

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Technical Account ManagementSaaS ExperienceContent Delivery StandardsHTTP/S ProtocolsProject ManagementJIRAZendeskFreshdeskDigital Ad ServingOTT Operations

Required

Minimum 3-5 years experience working in a similar role at a technical service provider or platform, ideally a SaaS company, i.e. consulting, professional services or other technical field support

Hands-on knowledge of content-delivery standards such as MRSS, JSON, SFTP, etc.

Hands-on knowledge of Internet technologies, including HTTP/S protocols and use of protocol analyzers

Ability to effectively generate project success within diverse and cross-functional groups, managing schedules and priorities

Strong problem solving and analytical skills, including qualitative and quantitative

Ability to accommodate and adapt to change