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Full-Time

Customer Success Manager

Media and Entertainment

Confirmed live in the last 24 hours

3PlayMedia

3PlayMedia

501-1,000 employees

Provides video accessibility services using AI

Hardware
Education
Consumer Goods
Gaming

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 cutting-edge video accessibility services, such as closed captioning, transcription, audio descriptions, and translation, ensuring effective media accessibility with the use of AI and extensive proprietary data sets. This industry leader not only promotes inclusivity by making media content accessible in over 40 languages but also fosters a culture of innovation through its advanced real-time captioning and multi-language capabilities. Working here means being at the forefront of accessibility technology and contributing to a more inclusive digital media landscape.

Company Stage

M&A

Total Funding

$1M

Headquarters

Cambridge, Massachusetts

Founded

2008

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

-4%

2 year growth

9%
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Simplify's Take

What believers are saying

  • The partnership with Brightcove enhances 3Play Media's service offerings, making video accessibility more seamless for customers.
  • The acquisition of Captionmax and NCC allows 3Play Media to offer a more comprehensive suite of services, increasing its market share and customer base.
  • Innovative solutions like AI Dubbing and Live Professional Captioning position 3Play Media as a forward-thinking leader in the media accessibility space.

What critics are saying

  • The integration of acquired companies like Captionmax and NCC may present challenges in aligning corporate cultures and operational processes.
  • The reliance on AI for dubbing and captioning, despite human oversight, could lead to quality control issues if not managed properly.

What makes 3PlayMedia unique

  • 3Play Media's human-in-the-loop AI Dubbing solution uniquely combines human expertise with AI, ensuring high-quality and cost-effective localization services.
  • The company's robust platform, integrations, and API workflows streamline the ingestion and delivery of video assets, enhancing user experience.
  • 3Play Media's strategic acquisitions, such as Captionmax and NCC, expand its capabilities and geographic reach, solidifying its leadership in media accessibility.