Avid · 3 hours ago
Service Account Manager
United States
Full-time
Remote
Mid Level
$80K/yr - $105K/yrAvid is a company that provides technology and collaborative tools for creators in the entertainment industry. They are seeking a Service Account Manager to serve as a trusted technical point of contact for customers, ensuring their solutions align with business goals and providing proactive consultation on Avid products.
Information TechnologyMedia and EntertainmentMusicSoftware
Responsibilities
Serve as the customer’s trusted technical point of contact, providing expert guidance on Avid systems, software, and workflows
Act as a trusted advisor regarding the technical needs of the customer to ensure their solutions are aligned with their operational environment and business goals
Provide proactive consultation on Avid products and solutions to avoid technical issues and loss of service, including new release versions, End of Life processes, Technical Alerts, and new product introduction
Ensure a successful service engagement by educating the customer's maintenance team on Customer Support processes and best practices
Advocate for the customer’s technical needs within Avid, particularly around support processes and escalations, bug fixes, and training needs
Provide situation management for critical customer escalations by coordinating between internal and external teams, updating key stake holders, and ensuring issues are driven to resolution
Assist with project hand-off from Professional Services to Customer Support
Collaborate with Customer Support and Engineering to escalate and report design, reliability, maintenance, or software issues and track them to resolution
Monitor open support case backlogs, ensuring timely and appropriate resolution of cases and escalations, and reporting back progress to the customer on a regular basis
Host regular meetings (cadence TBD by customer) to review status and updates on ongoing technical and service-related issues
Support the customer Account Team in pre- and post-sale engagements, including system audits, solution recommendations, and proof-of-concept activities
Maintain strong customer relationships by proactively monitoring system health, providing guidance on solution best practices, and identifying opportunities to improve performance and reliability
Qualification
Required
Experience in technical account management, customer support engineering, systems engineering, or similar technical customer-facing role
Strong understanding of complex software systems, system architecture, and troubleshooting methodologies
Knowledgeable on the process to diagnose and resolve sophisticated issues involving hardware, software, and workflow integration
Excellent communication skills, both written and spoken, with the ability to translate technical concepts for both technical and non-technical audiences
Experience working with media workflows, including (and preferably) with Avid solutions (e.g., MediaCentral | Cloud UX, Avid NEXIS)
Strong customer service orientation and the ability to build long-term client relationships
Ability to work and communicate cross-functionally, ensuring tight alignment between members of a cross-organizational team
Ability to de-escalate intense customer situations while ensuring the appropriate level of urgency is being used to solve the customer's problem
Experience determining urgency and priority level of a customer issue quickly based on the customer's solution as well as their current temperature and relationship with Avid
Ability to own and deliver difficult messaging to customers, as well as the willingness to set clear boundaries and expectations around service delivery
Develop a clear understanding of Avid's service offerings and resources and work within those bounds
Need to have empathy for what the customers are experiencing with our solutions
Company
Avid
We help media visionaries create art that colors our perceptions and enriches our culture.
Founded in 1987
1001-5000 employees
H1B Sponsorship
Avid has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2023 (5)
2022 (3)
2021 (3)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown2023-08-11Acquired
1993-03-19IPO
Leadership Team
Wellford Dillard
Chief Executive Officer
Dominic Constandi
Chief Customer Officer
Recent News
2025-11-14
TV Technology
2025-10-24
2025-09-27
Company data provided by crunchbase