Senior Customer Success Manager

Wowza is looking for a Sr. Customer Success Manager!

As a CSM, you will be responsible for developing customer relationships that promote customer success, retention and growth. You will work closely with customers, sales and support teams to ensure customers are able to achieve their goals with Wowza’s solutions. You love building meaningful relationships with customers and enjoy serving as a trusted advisor for their business. You are motivated to identify new business opportunities within your accounts, and are driven to exceed company, team, and individual goals.

What You'll Do:

• Become a trusted advisor for clients by helping them define their goals and objectives

• Manage the process of working with customers to ensure they are leveraging the full capabilities of the Wowza platform effectively
• Manage a large group of accounts, as needed proactively or reactively, and prioritize daily tasks to mitigate customer impacting issues and maximize retention and growth opportunities
• Identify at-risk accounts and implement action plans to solve issues and prevent churn
• Work across multiple departments to evangelize and prioritize customer feedback
• Partner with sales, delivery, and support to ensure the customer experience and help mitigate issues that arise

• Responsible for maintaining, cultivating strong relationships with engaged accounts
• Be a champion for Wowza’s solutions and services offerings in order to provide customers with consultative guidance on how to maximize their value and business impact.
• Quantify success by achieving multiple goals including revenue retention, growth, and customer satisfaction

About You:

• Customer Obsessed: exercise a high level of Control Quotient in understanding and resolving customer concerns

• Bold: identify and resolve problems in a timely manner, gather and analyze information to inform decisions, develop solutions, and evangelize success across roles and departments
• Passionate: self-motivated and curious, focused on exceeding customer expectations in a scalable fashion
• Accountable: intrinsic desire to take charge of customer deliverables and ensure successful completion of customer and company goals
• Communication: ability to clearly understand and articulate customer needs and technical requests
• Judgment: willing to make decisions that balance customer needs and business objectives using sound and accurate judgment

• Time Management: ability to utilize the available time to organize and complete work within given deadlines, strong project management skills
• Ability to interact professionally with others; including co-workers, vendors, and customers.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with fast paced and high change environments
• Bachelor’s Degree, or equivalent education/experience required

• 4+ years’ owning customer/client owning customer relationships in a consultative model, preferred

U.S based candidates only.

Requirements

Benefits

Salary: $75,000-$85,000

• Variable Commissions Eligible based on performance

The base salary range represents the anticipated low and high end of our salary range for this position. Actual salaries will vary and will be based on a range of factors, such as a candidate’s qualifications, skills, and competencies. The salary is one component of our total compensation package for employees.

Wowza offers a comprehensive benefits package which includes the following:

• Medical, Dental, and Vision insurance available 1st day of employment
• Generous Paid Time Off
• 401(k) with strong company match
• Dependent Care Flexible Spending Account
• Employer Paid Basic Life Insurance and AD&D

• Voluntary Life Insurance (Employee/Spouse/Child)
• Parental Leave
• Short-Term and Long-Term Disability
• Training & Development
• Employee Assistance Program (EAP)

Who We Are:

Wowza Media Systems is a Colorado-based, globally-known video streaming software solutions leader. Wowza's software enables its customers to deliver high-fidelity video streams from any source to any destination reliably at a large scale and with low latency. Tens of thousands of customers implement Wowza's solutions in more than 100 countries across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners.

Why Work for Wowza:

Join a fast-paced, private equity-backed Colorado software company at the intersection of mission-critical video streaming applications. Wowza has a long-standing reputation for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza's team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their roles, and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office and remote employees across the US and around the globe. Our Denver-area employees work in a flexible-hybrid environment, allowing flexibility and work-life balance tailored to each Wowzan.

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