Account Manager

Conviva is the first and best place to go to understand and optimize digital customer experiences. Our Operational Data Platform harnesses full-census, comprehensive client-side telemetry—capturing every aspect of customer experience and engagement across all devices and linking them to the performance of underlying services, in real-time and at a fraction of the cost of alternative solutions. Trusted by industry leaders like Disney, NBC, and the NFL, Conviva revolutionizes how businesses understand customer experience and engagement, maximizing satisfaction, conversion, and revenue.

Conviva is seeking an Account Manager to help manage and grow some of Conviva’s largest media, entertainment (M&E), and publisher accounts.  

What you get to do:

• Live in the accounts - onsite for strategic accounts.
• Work closely with the Head of M&E to manage all aspects of the account, including defining account penetration, engagement, and overall strategy.
• Develop strong, long-term, and loyal mid & senior level client relationships at the operational level.
• Act as customer’s first point of contact and liaison between customer and internal teams:
  • Manage and orchestrate accounts and extended team resources, including the customer’s internal team, to drive scale and velocity across product adoptions.
  • Manage multiple product deployment work streams
• Documentation of business use cases:
  • Work closely with customers and Technical Sales Solutions teams to manage product onboarding and integration.
  • Set accurate expectations on effort and timelines for integration.
  • Drive follow-ups and deliverables across customer’s functional teams.
  • Manage overall account health, customer loyalty, and satisfaction and oversee the success and activities to help solidify value and drive additional use cases.
  • Handle complaints, problems, and escalations promptly, respectfully, and effectively.
  • Facilitate, organize, and lead regular customer meetings, product feedback sessions, and quarterly business reviews.
  • This role delivers the value that was purchased, leveraging all available resources. Owns ensuring successful renewal.
  • Own the key relationships with the customer to ensure this happens.
  • Drives the Conviva team resources to ensure this happens.

What you bring to the role

• 5+ years of experience in customer/account/partner management at a leading technology company selling big data, application analytics, and enterprise tech solutions.
• Excellent networking and relationship-building skills.
• Must be able to grasp the key business drivers, be comfortable with multi-tasking, and independently prioritize tasks given by business drivers.
• Be a “Trusted Advisor” with executive sponsors and align Conviva solutions and roadmap to address clients’ challenges and business initiatives.
• Successful record of accomplishment of operationalizing and growing new business initiatives.
• Customer-driven product thinking and ability to identify and prioritize product requests.

Conviva’s products offer the best place to understand and optimize digital customer experiences. Our Operational Data Platform harnesses full-census, comprehensive client-side telemetry—capturing every aspect of customer experience and 

Privately held, Conviva is headquartered in Silicon Valley, California, and has offices and people around the globe. For more information, visit us at www.conviva.com. Join us to help extend our leadership position in big data streaming analytics to new audiences and markets!