Service Account Manager

About Avid

Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording, and live concerts. To learn how Avid powers greater creators or for more information, visit www.avid.com.

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Avid is looking for a Service Account Manager to join its Customer Success team!

This is a full-time position, based in the USA or Canada.

What You'll Do as a Service Account Manager

• 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 stakeholders, 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.

Who You Are

• 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.

Key skills/competency

• Technical Account Management
• Customer Success
• Complex Software Systems
• Troubleshooting
• System Architecture
• Media Workflows
• Avid Solutions (MediaCentral | Cloud UX, Avid NEXIS)
• Customer Relationship Management
• Cross-functional Collaboration
• Escalation Management