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Global brand, common CSM role, metro location, and broad requirements increase competition to high.
Requires Media & Entertainment experience and technical implementation background, so background fit sensitivity is high.
Multiple explicit multi-year and industry-specific requirements make shortlisting strictness high.
Serve as the primary point of contact for top-tier global customers and partners, managing relationships and ensuring customer satisfaction.
Drive customer health monitoring, including contract adherence (SLAs, NPS), escalation handling, and coordinating product updates and issue resolution.
Develop and deliver Quarterly Business Reviews (QBRs), identify upsell opportunities, and manage customer-specific reporting and playbooks to support business growth.
7+ years in global technical account management with demonstrated success in customer satisfaction and relationship management.
3+ years working with global accounts in Media & Entertainment (Platforms, Consumer Electronics, Pay TV, or Publishers).
4+ years technical implementation experience with top global customers and partners.
Ability to work daytime hours aligned with assigned global regions; excellent verbal and written communication skills.
Experienced in managing complex, global Media & Entertainment customer accounts with technical and strategic ownership.
Proven track record driving upsell and cross-sell opportunities through data-driven insights and solution identification.
Skilled in project coordination, crisis management, detailed customer documentation, and strong presentation abilities.