Job Description

About us:

Vbrick is the leading Enterprise Video Platform (EVP) provider. Its end-to-end, cloud-native solution removes operational, performance, security and integration barriers to adoption, unlocking the true power of video for the enterprise. The world's most widely recognized brands rely on Vbrick's proven unified streaming, video-on-demand, and content management capabilities to engage, empower, and transform their organizations at scale.

About the job:

Reporting to the Sr. Director of Global Customer Success, the Senior Customer Success Manager (CSM) will support the post-sales customer lifecycle for Vbrick's recently acquired eCDN-only customers. The CSM will drive customer adoption, retention and expansion, and the prevention of churn while facilitating customer migrations to a next-generation eCDN product. The CSM will build relationships with all relevant stakeholders as trusted product advisor. The CSM must have a strong understanding of our Customers' business objectives, their network and systems architecture and the ability to identify and articulate how our solution supports achievement of the Customers' tactical and strategic goals. The CSM is responsible for understanding the 'health' of our customers, ensuring they grow into Vbrick advocates. This position requires a technical background.

Location: Preferably located near Herndon, VA to join the team occasionally in the office. Otherwise, East Coast candidates will be considered.

What you'll do:

Ensure quick time to value during customer onboarding

Build trusted relationships with key technical stakeholders within client organizations through regular proactive meetings to drive adoption, ensure renewals, and create new revenue opportunities.

Devise engagement plans that consider customer goals and map software capabilities to achieve these goals.

Reduce churn by proactively addressing any key product usage or engagement trends. Evaluate the need for configuration or capacity assessments to accommodate planned changes to customer's technical environment and justify the merits of these engagements to customers.

Pre-qualify the potential success of product upgrade/migration by understanding the unique systems integration dependencies of each customer.

Articulate exceptional customer product challenges to Product Management and Software Engineering advocating for solutions that can be successfully adopted by the customer.

Leverage the Vbrick service team, customer success methodologies, and best practices to support successful product adoption by the customer.

Understand and explain how features within Vbrick's products relate to various use cases beneficial to the customer.

Manage the commercial renewal process for customers working with Sales Operations and our resellers to ensure timely completion.

Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until it is resolved.

Run Executive Briefing Reviews for High Touch customers

Work collaboratively with the Marketing team to build Customer testimonials, case studies and referrals

Travel can be up to 25% annually but has yet to commence post-pandemic.

What you'll bring:

4+ years' experience in a Customer Success role at a software-driven B2B company working with technical stakeholders at regional and global Enterprise clients.

General understanding of corporate network architecture including security standards and cloud application access is preferred. General understanding of routing (OSPF, GBP) and routed (TCP/IP) protocols

Ability to develop a high-level understanding of systems integration strategies supported by Vbrick and utilized by customers when storing, accessing, or streaming video.

General knowledge of eCDN streaming codecs and protocols is desired, including H.264, MPEG4, HLS, RTMP, as well as video networking: multicast, unicast and WebRTC-based peer to peer distribution

2+ years' experience Enterprise video preferred but not required.

Understanding of cloud-based SaaS and PaaS solutions

Experience transacting renewals and handling commercial discussions preferred

Previous experience with an annual subscription sales model preferred

Strong presentation skills

Analytical and able to identify usage trends utilizing data to drive adoption

Strong team player as well as a proactive individual contributor

A little about us:

Industry-leading video platform in a fast paced, startup-like organization
Casual and flexible environment to encourage creativity and collaboration
Flexible hours and 4 weeks of PTO to enjoy life!
Competitive compensation, stock options and generous benefits

Vbrick is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

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