Technical Customer Success Manager

Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you'll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide. To do that, we need the absolute best talent. We're big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. We offer a collegial culture, challenging projects, and excellent compensation and benefits, not to mention a Flex Work approach that is truly flexible to support where, when, and how you do your best work.

The Cloud Media Solutions organization builds technologies and innovations that easily integrate into service providers' infrastructure to make content experiences more effective, meaningful, and engaging for consumers.

About Our Team:
We're a leading company in video streaming, dedicated to providing innovative solutions that enhance audio, video, and real-time communication experiences. Our mission is to create immersive video experiences that enable meaningful engagement and interaction. As we grow, we are seeking a Technical Customer Success Manager to act as the bridge between our technology and customers, ensuring they derive maximum value from our products.

Job Overview:
In this role, you will be instrumental in building and maintaining strong, long-term relationships with clients. You will serve as the primary point of contact, ensuring customers successfully implement, adopt, and grow with our video streaming solutions. This position combines technical expertise with a deep understanding of customer needs, requiring proactive engagement to address challenges and provide meaningful solutions.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships by understanding customers' business needs, goals, and technical requirements, delivering consistent value.
• Customer Onboarding and Training: Facilitate smooth onboarding and implementation processes, ensuring customers achieve success with our products.
• Proactive Account Management: Conduct regular check-ins and business reviews, create customer success plans, and identify opportunities for future growth and enhanced experiences.
• Renewal Management: Support renewals by identifying upsell opportunities, educating customers about new products and features, and ensuring alignment with their evolving needs.
• Customer Advocacy: Act as the voice of the customer within the organization by sharing feedback with product and engineering teams to drive product improvements.
• Analytics and Reporting: Leverage data to track and communicate key customer success metrics, including adoption rates and customer health scores, to demonstrate the platform's value.

Required Skills and Experience:

• Technical Expertise: Minimum of 3 years of experience in a technical or customer success role, preferably within the video streaming, SaaS, or technology sector. Knowledge of video streaming protocols, CDNs, encoding, and player technologies is highly desirable.
• Customer Relationship Focus: Proven ability to build and maintain strong customer relationships.
• Problem-Solving Skills: Experience troubleshooting and resolving technical issues, especially those related to streaming or media technologies.
• Communication Skills: Strong written and verbal communication skills, with the ability to simplify complex technical concepts for a non-technical audience.
• Customer-Centric Mindset: Passion for helping customers succeed and ability to build trust with stakeholders across different levels of an organization.
• Proactivity and Initiative: Self-starter with a proactive approach to identifying customer needs and opportunities for improvement.
• Project Management: Skilled at managing multiple accounts and projects, ensuring timely and effective delivery for each customer.

The San Francisco/Bay Area base salary range for this full-time position is $148,000 to $204,000, which can vary if outside this location,plus bonus, benefits, and some roles may also include equity. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process.

Dolby will consider qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code, Article 49, and Administrative Code, Article 12

Equal Employment Opportunity:
Dolby is proud to be an equal opportunity employer. Our success depends on the combined skills and talents of all our employees. We are committed to making employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, family status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state, and local laws and ordinances.