Head of Technical Account Management

Scope

At EVS, we pioneer LIVE production solutions that create return on emotion. Our cutting-edge solutions are relied upon by global broadcasters, streamers, and venues to expertly deliver live content. Join our team! We are looking for a Head of Technical Account Management who will be responsible for the operational delivery and management of key SLA (service level agreement) customer functions and professional services. In this role, you will manage a team of Technical Account Managers assigned to specific key accounts, coordinating, accelerating, and communicating customer needs and incident handling. You will leverage our organization’s wide range of experts (Support, Subject Matter Experts, R&D, and Product Management) to ensure exceptional customer service.

In this customer-facing role, you will champion the adoption of service management best practices, fostering a value-driven culture among all staff, customers, partners, and suppliers. Your key daily tasks will include providing and managing technical support, offering advice to customers, and promptly resolving inquiries. By taking full ownership of the team managing key accounts, you will uphold our customer service level commitments and enhance overall customer satisfaction. 

Job Description

• Define and manage operational methods, Service Level Agreements (SLAs), procedures, facilities, and tools, ensuring they are established, reviewed, and maintained.
• Drive adoption of service management best practices to cultivate a value-driven culture among staff, customers, partners, and suppliers, enhancing awareness of service offerings.
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution and restoration. This includes gathering data on incident trends, hardware and software failures, and resource utilization.
• Manage escalated incidents, developing intervention action plans to mitigate affects to customer. Accountable for service delivery, incident and problem resolution, and promoting active engagement from operational teams.
• Support SLA Manager in defining customer service functions, including frameworks for complaints, service standards, and operational agreements.
• Continually provide internal stakeholders with overviews of customer’s systems and workflows to maintain a base knowledge across the teams. Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
• Validate any change in customer infrastructure, or workflow, to meet current agreements and collaborate with support and solutions architects for large system additions/changes, new workflows, etc.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Plan audits of quality requirements, producing audit reports. Monitor and report on outputs from quality assurance and audit processes.
• Ensure suppliers, partners, and internal teams monitor, manage, and improve service offering effectiveness and efficiencies.
• Contribute to the Service transition process, ensuring customers receive agreed support levels during warranty periods for new or changed services.

Profile

• Exceptional leadership skills with the ability to develop and communicate the Service Management vision, while inspiring, motivating and developing staff.
• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Knowledge of Broadcast equipment, routing, and audio/video systems.
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.
• Previous experience in Technical Support, Field Service, or Technical Operations.

Must Haves

• Experience in being highly accountable for the design and quality of key documentation and processes.
• Ability to influence and negotiate at all levels.
• Ability to motivate others to deliver high-performing teams.
• Analytical and problem-solving mindset.
• Strong troubleshooting skills.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive situations.
• Strong communication skills.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.
• English (verbal and written communication skills are mandatory).

Offer

Joining the EVS team means not only receiving a competitive salary commensurate with your skills and the market but also gaining access to a range of wellness and healthcare benefits. EVS provides you with the tools to develop your skills and advance your career through internal mobility opportunities. You'll thrive in a friendly, dynamic environment with ambitious commercial objectives.

Check out our website if you want to know more about why you should join EVS !