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Fonn Group AS · 3 months ago

Customer Success Manager

New City, NY

Full-time

Hybrid

Mid Level

Fonn Group AS is a company that invests in media and entertainment production tools. They are seeking a highly skilled Customer Success Manager to ensure client success, address inquiries, and deliver exceptional support, primarily focusing on cloud computing and Linux expertise.

BroadcastingFilm DistributionJournalismMedia and Entertainment

No H1B

U.S. Citizen Only

Responsibilities

Ensure high satisfaction levels by promptly addressing client inquiries and needs, leading to customer loyalty and long-term client relationships

Initiate communication with diverse customers, educating them on best practices

Escalate complex technical issues, maintaining continuous communication with other company employees and customers

Collect and analyze feedback, identify improvement areas, and communicate feature requests with the product team

Demonstrate and communicate the value of our products, maximizing customer benefits and best practices

Provide ongoing education on product features and updates, fostering product adoption, and onboarding new clients

Develop and implement strategies to enhance customer retention and loyalty

Conduct proactive quarterly reviews with clients, presenting data points on new product features and gaining insights into evolving needs

Provide top-tier support through various channels, ensuring timely and accurate responses

Support sales with demonstrations, technical discussions, and other sales-related activities as needed

Create and maintain comprehensive documentation resources related to clients

Take ownership of recognizing and mitigating potential customer attrition risks

Qualification

LinuxCloud computingCustomer Success ManagementAWSCRM/ticketing systemsVideo Production ToolsTechnical sales supportCustomer educationCommunication skillsProblem-solvingCritical thinkingTime managementInterpersonal skillsCollaboration

Required

Bachelor's degree in Computer Science, Information Technology, or related fields

Proven experience working as a Customer Success Representative (or equivalent role), focusing on cloud (AWS) based applications and media workflow

In-depth knowledge of cloud platforms (AWS, Azure, GCP), Linux, and associated technologies

Strong communication and interpersonal skills in a multicultural, global, and flexible work environment

Problem-solving mindset, with the ability to diagnose and resolve technical issues promptly

Familiarity with customer support tools and ticketing systems

Ability to collaborate with cross-functional teams in a fast-paced, dynamic work environment

Ability to travel domestically and internationally for client meetings and representation

Meet and work with other team members periodically - as required by the leadership team

US Citizen or US resident with valid documentation to work in the United States

Preferred

Technical skills: In-depth knowledge of Linux-based and cloud computing systems and CRM/ticketing systems

Video Production Tools Experience, a plus – experience with broadcast and professional media asset management and newsroom computer system production workflows

Certifications such as LPIC, RHCE, or cloud-related certifications are a plus