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Customer Solutions Manager
Tivo
Wayne, PA, United States
Job Details - this job has expired, please see similar jobs below
Description
Hi. We’re TiVo. At our core, we’re innovators who continuously seek to fuel the ultimate entertainment experience. We touch the lives of binge-watching, music-loving, entertainment fanatics every day by inventing and delivering beautiful user experiences, and enable the world’s leading media and entertainment providers to nurture more meaningful relationships with their audiences.
We work hard, celebrate success and challenge everyone in our organization to make an impact. If you are as passionate as we are about the intersection of technology and entertainment, join us today.
Position Overview
• Ownership and accountability for driving issue resolution and overall solutions for top tier customers.
• Drive issue resolution and prioritization on behalf of top tier customers.
• Proactive issue management to minimize the number of customer escalations.
• Collaborate and partner with members of the Sales organization to strengthen customer relationships.
• Work closely with the Client Services team to understand issue trends and address root causes to reduce ticket volumes.
• Participate in customer meetings and business reviews.
• Prepare materials that will be used to facilitate discussions with customers.
• Liaise with customers and TiVo Product Management for road map alignment and visibility.
• Provide customers insight into key business processes, policies, and coverage levels.
• Clearly understand and be able to articulate customer and partner requirements, business needs, strategy, and vision.
• Facilitate answers to business and technical questions and solve customer problems by working closely with Engineering and Content teams.
• Summarize key activities and assess the overall health of top customer relationships via management dashboards.
• Travel to visit customers and partners when necessary in order to build relationships and promote customer intimacy. Travel can be domestic or international, at short notice and for extended periods of time ,(multiple days, rarely exceeding a week).Lead by example and promote customer focus across the Metadata organization.
Required Skills:
• Strong interpersonal skills both internally and externally with customers
• Strong analytical, problem solving and troubleshooting skills
• Strong oral and written communication skills
• Effective presentation skills
• Process and detail oriented
• Excellent business acumen and judgment
• Ability to effectively negotiate with and influence others on matters of significance to our customers
• Ability to establish immediate credibility at all levels, inside and outside the organization, while building relationships across global teams
• Proven ability to work effectively in a changing, growing environment with the ability to manage multiple key priorities
• Action-oriented and well organized
• Extremely high sense of urgency and customer focus
• Self-motivated leader with a strong work ethic
• Familiarity with TV, Movie and music metadata.
• Familiarity with products that consume entertainment metadata and how the data is displayed (e.g .set-top box Electronic Program Guides (EPGs), streaming movie services, streaming music services, etc).