About Brightcove

Brightcove Inc. is a leading global provider of powerful cloud solutions for delivering and monetizing video across every connected device. The company offers a suite of products and services that reduce the complexity and increase the profitability of publishing, distributing, measuring and monetizing multi-screen video. Brightcove has thousands of customers in over 70 countries that rely on the company's cloud solutions to successfully publish high-quality video experiences to audiences everywhere.  We power many of the world’s largest media companies and brands including Viacom, Gannett, and Time Inc.

Job Responsibilities

Project Implementation

  • Serve as a trusted technical advisor to our customers during onboarding engagements
  • Act as primary point of contact throughout the onboarding engagement, addressing technical questions and coordinating problem resolution
  • Monitor and track progress of key implementation milestones, timelines and risks through a project plan and host weekly status calls with customer
  • Consistently maintain weekly project status and customer notes for each engagement within our team’s internal tracking tools (COR)
  • Facilitate strong collaboration with and provide status updates to customer team: Sales Engineering, Sales, Technical Support, and Account Management
  • Share and distribute learnings from customer engagements with the Onboarding team and other technical resource groups (e.g. Sales Engineering, Technical Support).

Training

  • Train customers on the basic elements of our platform, key functionality of our products, relevant 3rd party technology integrations, system workflows, support processes, and developer tools and documentation

Best Practice/Expert Consulting

  • Identify  ways our customers can improve their day-to-day workflow for video publishing with our products
  • Consult on any specific speciality projects or focus areas that are critical to launch
  • Set a path to success for all customers

Customer Relations

  • Maintains a professional and courteous manner with customers
  • Respond to customers in a timely and attentive manner
  • Serve as a customer advocate, conveying customer requirements, submitting feature requests, and other feedback to Product Management and Executive Leadership when necessary
  • Provide recommendations to customers for additional product features or other technology partners within the Brightcove ecosystem may help achieve their goals

Skills/Qualifications

  • 2+ years experience in a customer-facing technical implementation role
  • Proven ability to manage projects to successful completion, multi­-task, and work within tight deadlines
  • Fluency in written and spoken English essential. Multi-lingual a plus
  • Demonstrated experience with client-side tools and technologies (HTML, CSS, JavaScript, in-browser debugging, etc.)
  • Understanding of video streaming technologies across desktop and mobile web, iOS and Android applications, OTT devices, and other emerging platforms or 3rd party video applications
  • Technical proficiency with the Salesforce platform
  • A B.Sc. or equivalent in Computer Science, Engineering or a digital media related field is strongly preferred
  • Highly motivated professional with experience working in a technical, customer facing role
  • Enthusiastic for Customer Success and deep love of working with customers to make them successful
  • Able to manage  a highly visible role requiring a combination of project management, technical and interpersonal skills to be successful
  • Excellent communicator
  • Able to work independently and as a part of a team
  • Able to learn new skills quickly
  • Willing to travel (~approx  10%) throughout United States

Working at Brightcove

This position is based in our Boston office. We offer a fun and challenging work environment, competitive compensation, stock options, 401k matching, and tuition reimbursement. Our office is located downtown, right on Fort Point harbor by South Station, with a fully stocked kitchen, ping pong and foosball tables.  We give back by encouraging employees to take volunteer time off, matching charitable donations up to $100 per employee per year, and sponsoring regular meet-ups like our Women in Technology Initiative. We also offer unlimited vacation!

Apply for this Job

* Required

File   X
File   X