Full-Time

Customer Success Manager

Media and Entertainment

Posted on 8/5/2024

3PlayMedia

3PlayMedia

501-1,000 employees

Provides captioning, transcription, and localization services

Government & Public Sector
Education
Entertainment

Junior, Mid

Boston, MA, USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Hubspot
Zendesk
Requirements
  • Ability to work PST hours to align with our customers’ needs.
  • 2 - 5 years of Customer Success, Support, Account Management, or related role experience, ideally within the media and entertainment industry.
  • Direct experience with enterprise SaaS technology, SOA, REST-style APIs, ETL, and handling data/content exchange with video platforms and content management systems.
  • Strong understanding of the media and entertainment landscape, including production studios, content creation processes, and distribution workflows.
  • Understanding of consumer behaviors and industry trends.
  • Exceptional communication skills, with the ability to build rapport and trust with customers and internal stakeholders.
  • A natural problem solver, with an innate curiosity for life and a love for technology, who can work in a fast-paced environment and manage competing priorities.
  • Deep knowledge of customer relationship management and customer success strategies.
  • Experience in collecting, tracking, and analyzing large datasets to gain insights into customer behaviors and trends.
  • A high degree of technical proficiency using online tools and systems; familiarity with Google Suite, JIRA, and CRM systems (Zendesk, Hubspot) is a plus!
Responsibilities
  • Establish and nurture strong, long-lasting customer relationships and position yourself as a trusted advisor by understanding their business needs and objectives.
  • Understand customers’ goals and tailor our products and services to meet their specific needs, offering solutions that drive value.
  • Onboard customers and new groups to the 3Play platform to delight customers and accelerate value recognition.
  • Provide timely and proactive support to ensure customer satisfaction and retention for assigned accounts.
  • Input content requests into the platform on the customer’s behalf, aligning on content schedules and deliverables.
  • Provide product demonstrations, training sessions, and best practices to customers to maximize their utilization of our products and services.
  • Partner with Sales to identify growth opportunities within existing accounts.
  • Advocate for customers’ needs within 3Play, providing feedback to Product and Development Teams to enhance our offerings.
  • Maintain accurate records of customer interactions, issues, and resolutions within our CRM systems.

3Play Media provides services such as captioning, transcription, audio description, and localization to help make content more accessible. Their products include interactive transcripts and video search tools that allow users to easily find and navigate through video content. Unlike many competitors, 3Play Media focuses on a wide range of clients, including educational institutions, entertainment companies, and government agencies, ensuring that their services cater to diverse needs. The company's goal is to enhance accessibility and content discoverability for all users.

Company Stage

Debt Financing

Total Funding

$48.6K

Headquarters

Cambridge, Massachusetts

Founded

2008

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Rising demand for video accessibility due to remote work boosts 3Play Media's market.
  • Legal requirements for digital inclusivity drive organizations to invest in 3Play's services.
  • Partnership with Brightcove enhances service integration within video production workflows.

What critics are saying

  • Competitors' AI-driven services may undercut 3Play Media's market share with lower prices.
  • Integration challenges from acquisitions may affect service quality and customer satisfaction.
  • Growing multilingual content demand could strain 3Play Media's localization resources.

What makes 3PlayMedia unique

  • 3Play Media combines human expertise with AI for superior video accessibility services.
  • Their AI Dubbing product offers cost-effective, high-quality audio tracks at scale.
  • The acquisition of Captionmax expands their capabilities and geographic reach in North America.

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Benefits

Professional Development Budget

Conference Attendance Budget

Company Social Events

INACTIVE