Customer Success Manager - Imagen, Reuters

Customer Success Manager - Imagen, Reuters

This hybrid position will be based in New York City.

We're looking for a Customer Success Manager to join Imagen who are now operating as part of Reuters in providing tech-enabled content delivery.

Imagen helps sports organizations and media companies manage and distribute their content libraries to partners and stakeholders through a secure and highly customizable cloud-based media management and distribution platform. Imagen works with many of the world's leading sports and media organizations including Premier League Soccer and Major League Baseball.

Our clients love us because we are experts in large video and data libraries, video workflow automation and the commercial video technology eco-system.

As a Customer Success Manager at Imagen, you'll play a pivotal role in ensuring our clients achieve maximum value from our solutions. You'll be responsible for building strong relationships with our customers, understanding their unique needs, and providing tailored guidance and support to optimize their usage of our platform. Additionally, you will leverage your expertise in basic web and CMS editing (including HTML, CSS, and PHP) to assist clients in integrating our solutions seamlessly into their existing systems.

About the Role

As our Customer Success Manager at Imagen, you will:

• Build strong relationships with and serve as the primary point of contact for our customers. You'll ask the right questions to gain a good understanding their unique needs and will provide comprehensive training sessions and educational resources to our clients, empowering them to effectively utilize our platform's features and functionalities.
• Collaborate with wider internal teams such as sales, product development, and technical support, to ensure timely resolution of customer inquiries, issues, and enhancement requests.
• Offer strategic guidance and best practices to clients on optimizing their video storage, distribution, and workflow processes, leveraging your in-depth knowledge of industry trends and emerging technologies.
• Assist clients with basic web and CMS editing tasks, including HTML, CSS, and PHP modifications, to customize their user interfaces and integrate our solutions seamlessly into their digital ecosystem.

• Monitor customer satisfaction metrics, identify areas for improvement, and implement initiatives to enhance overall customer experience and retention.
• Stay updated on the latest developments in video storage, distribution, and workflow technologies, actively sharing insights and recommendations with clients to help them stay ahead of the curve.

About You

You're a fit for the role of Customer Success Manager at Imagen if you:

• Are naturally curious with an interest in how sports media is created, curated, stored and distributed globally.
• Are a great listener with the ability to understand your clients' needs and assist them to in getting the most out of the Imagen platform.
• Have a collaborative attitude with strong stakeholder management and communication skills.
• Want to develop your customer facing skillsets with world-renowned clients whilst developing as a technologist. To ensure our customers' needs are met, you'll undertake basic web and CMS editing tasks, including HTML, CSS, and PHP modifications. Full training can be provided in this area, but if you have experience of any of the above, we'd love to hear more about this on your resume!
• Want to utilize, grow and develop your technical understanding of video workflow, video distribution, and cloud driven technology.

Please Note: Completed applications must be submitted by 23:59 on Sunday 7th April 2024.

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $73,900 - $137,300. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $67,200 - $124,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 04/07/2024.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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