Careers

About the Role

As a Technical Account Manager – ANZ, you will support clients with the technical aspects of our product. You will guide and train clients to ensure they use the product effectively, enhancing their experience and satisfaction. Additionally, you will collaborate closely with the sales team to optimize the sales process, foster customer loyalty, and play a key role throughout the client lifecycle.

Responsibilities

• Conduct regular touchpoints with assigned customers to build and maintain trusted, strategic advisor relationships.
• Understand customers’ business needs and technical challenges, providing guidance to drive adoption and maximize value from TAGVS solutions and services.
• Collaborate with customers to translate desired business outcomes into actionable objectives, aligning with pre-sales plans.
• Own the technical aspects of the customer delivery process, including developing and managing delivery plans (SOW) with both customers and internal teams to ensure successful outcomes.
• Respond promptly to product-related inquiries from customers and partners, providing education, support, and effective problem-solving.
• Inform and train clients on TAGVS products and their optimal use.
• Document customer needs and verify issue resolution to enhance customer satisfaction.
• Coordinate with the sales team and cross-functional teams (Product Management, R&D) to turn customer needs and feedback into innovative solutions.

Required Skills and Qualifications :

• Minimum 2 years of experience as a support engineer, technical account manager, or customer success roles in the TV broadcasting industry
• In-depth experience with an emphasis on Troubleshooting in the following areas:

           • IP Video (Compressed / Uncompressed)

           • Network Switch’s 

           • Virtualization AWS, VMware, Azure

           • Experience with Linux

• Understanding of networking concepts such as DNS, DHCP, and TCP/IP protocols and analyzing network traces
• Experience with live production, layout, and delivering workflow in the broadcast industry
• Experience with creating and monitoring SOW and responding to RFPs - an advantage 
• Experience with scripting languages (PowerShell, Python, Bash) and API (REST, SOAP, RPC) - an advantage
• Good analytical & debugging skills
• Excellent organizational, multitasking, and prioritizing skills.
• Strong communication and interpersonal skills, Customer service orientation
• Team player with the ability to work in a remote environment
• Located in Australia / New Zealand
• Willing to travel 30%