Strategic Customer Manager

Kaltura is a global leader in video technology, powering live, on-demand, and real-time video experiences for organizations worldwide. The Strategic Customer Manager serves as a trusted advisor to enterprise clients, providing product support, analyzing customer usage, driving adoption, and defining initiatives and roadmaps aligned with customer goals.

Responsibilities:

• Provide exceptional customer support and enablement: Act as a trusted advisor to assigned accounts, addressing their technical inquiries, troubleshooting issues, and ensuring their ongoing success with our products and services. Ensure the customer is increasingly empowered to independently troubleshoot issues
• Conduct in-depth customer analysis: Deep dive into customer requirements, analyze data usage patterns, and identify areas for improvement
• Scope and define initiatives: Collaborate with customers and internal teams to clearly define the scope of new projects and initiatives, ensuring alignment with customer needs and technical feasibility, with the guidance of the global account manager and solution engineering team
• Champion customer success: Proactively identify opportunities to enhance the customer experience and drive product adoption. Become a trusted partner, advocating for the customer within the organization
• Deliver exceptional product and analytical support to assigned accounts
• Analyze customer data and usage patterns to identify trends, opportunities and potential risks
• Develop and maintain strong understanding of customer goals and how video usage aligns to their business outcomes. Through this understanding, and deep knowledge of Kaltura products, be a trusted advisor for day-to-day product owners and senior level contacts across assigned accounts
• Work with clients to establish a joint roadmap to achieve critical goals aligned with KPIs to measure achievement of these goals
• Communicate frequently with customers via business reviews, health calls, and onsite visits

Requirements:

• Thrives at the intersection of product expertise, customer service, and strategic thinking
• Passionate about understanding customer needs and crafting effective solutions
• Provide exceptional customer support and enablement: Act as a trusted advisor to assigned accounts, addressing their technical inquiries, troubleshooting issues, and ensuring their ongoing success with our products and services. Ensure the customer is increasingly empowered to independently troubleshoot issues
• Conduct in-depth customer analysis: Deep dive into customer requirements, analyze data usage patterns, and identify areas for improvement
• Scope and define initiatives: Collaborate with customers and internal teams to clearly define the scope of new projects and initiatives, ensuring alignment with customer needs and technical feasibility, with the guidance of the global account manager and solution engineering team
• Champion customer success: Proactively identify opportunities to enhance the customer experience and drive product adoption. Become a trusted partner, advocating for the customer within the organization
• Deliver exceptional product and analytical support to assigned accounts
• Analyze customer data and usage patterns to identify trends, opportunities and potential risks
• Develop and maintain strong understanding of customer goals and how video usage aligns to their business outcomes. Through this understanding, and deep knowledge of Kaltura products, be a trusted advisor for day-to-day product owners and senior level contacts across assigned accounts
• Work with clients to establish a joint roadmap to achieve critical goals aligned with KPIs to measure achievement of these goals
• Communicate frequently with customers via business reviews, health calls, and onsite visits
• 5+ years in an Enterprise Customer Success and/or Account Management role in Enterprise technology/software
• Experience and demonstrated success working with Fortune 100 technology companies
• BA/BS preferred or equivalent work experience with demonstrated proficiency
• Ability to travel up to approximately 33% and as required
• Experience managing 10+ accounts
• Consistently meet retention and organic growth quotas
• Experience managing pipeline, forecast, and executing sales process
• Senior level presence and communication skills
• Self-motivated team player who has fresh ideas and thrives on team success
• Experience selling and supporting deployment of AI solutions