Customer Success Manager

Does the opportunity to join one of the fastest-growing tech companies in Boston excite you? 3Play Media, a leading full-service video accessibility solution, is seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager.

As a 3Play Media Customer Success Manager, you'll be responsible for building and maintaining strong relationships with our customers, ensuring their success and satisfaction with our products and services. In conjunction with Account Management, you will serve as a critical point of contact for our customers, working closely with them to understand their needs, address their challenges, and drive value through our solutions.

Successful candidates will have exceptional communication and problem-solving skills. They should be resourceful, analytical, adaptable, and organized, with the ability to build rapport with customers. The ideal candidate leads with a consultative approach to help identify opportunities for 3Play Media to expand product adoption leading to stickiness and growth.

• Establish and nurture strong, long-lasting customer relationships and position yourself as a trusted advisor by understanding their business needs and objectives.
• Provide timely and proactive support to ensure customer satisfaction and retention for assigned accounts.
• Understand customers' goals and tailor our products and services to meet their specific needs, offering solutions that drive value and ROI.
• Provide product demonstrations, training sessions, and best practices to customers to maximize their utilization of our products and services.
• Onboard new customers and new groups onto the 3Play platform to ensure customer success and value are recognized.
• Collaborate with Sales and Account Management teams in the identification of growth opportunities within existing accounts.
• Stay current with industry trends, best practices, and competitive landscape to provide strategic insights to customers and internal teams.
• Maintain accurate and up-to-date customer account notes and interactions in internal systems.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Partner with Sales and Account Management teams to share the voice of customer product requirements for development and product roadmap considerations.
• Identify customer and industry trends and keep accurate records pertaining to customer relationships and account notes.

• Bachelor's degree or equivalent experience.
• 2 - 5 years of Customer Success, Support, and/or Account Manager experience (ideally in software or SAAS industries).
• Knowledge of online video platforms, live streaming video, video encoders, web plugins, and/or captioning technology is preferred but not required
• Strong understanding of customer relationship management and customer success principles.
• Exceptional verbal, active listening, and written communication skills, with the ability to build rapport and trust with customers and internal stakeholders.
• Problem-solving mindset with the ability to quickly grasp complex customer challenges and provide effective and innovative solutions.
• Strong time management, decision-making skills, and exceptional attention to detail.
• Ability to thrive in a fast-paced environment, dynamic environment.
• A high degree of technical proficiency with online tools and systems; familiarity with Google Suite, JIRA, and CRM systems (Zendesk, Hubspot) is a plus!
• Ability to collect, track, and analyze large amounts of data.
• Understanding of consumer behaviors and industry trends.

3Play Media is a rapidly growing, profitable technology company with a startup culture making a huge impact on the way people consume online media. We provide premium captioning, transcription, audio description, and translation solutions to over 5,000 higher ed, enterprise, media, and government customers. Our goal is to simplify the workflow through flexible APIs, a secure online account system, and integrations with a multitude of players, platforms, and lecture capture systems. We got our start in 2008 out of MIT Sloan and we are based in Boston, MA.

We have an awesome work environment! Our team is hard working, laid back, and fun. We prioritize the ability for our employees to do their work quickly and efficiently without getting stuck in office politics and wasteful meetings. The team is dedicated to building a successful company. We have a spacious office with lots of natural light located in the North End. The work we do is fun, interesting, and gratifying. Your work will have a direct impact on our company's success.

3Play Media is located in Boston, MA - North Washington St. on the Green & Orange line and near North Station. We are in the heart of Boston's thriving North End District. We are located near some of the best restaurants and surrounded by Boston's buzzing tech scene.

• Professional growth and development opportunities
• Competitive compensation
• Medical, Dental, and Vision benefits
• 401K matching program
• Paid vacation, birthday, volunteer days, and sick leave
• Disability and life insurance
• Charitable contribution matching program
• Transportation subsidy
• Company sponsored social events
• Snacks and beverages provided