Senior Manager – Customer Success

We are seeking a Senior Manager – Customer Success & Presales to lead our customer success initiatives and presales activities for key enterprise broadcast accounts in the Western region of India, based out of Mumbai. This role demands a strong technical background in broadcast IT, an analytical mindset, and a proactive approach to managing customer satisfaction, technical escalations, and solution-oriented presales engagements. The ideal candidate will have a deep understanding of broadcast and post-production workflows, the ability to manage teams, and a passion for enabling customer success through reliable technology deployment and support. Key Responsibilities: Customer Success & Account Management Own and maintain high levels of customer satisfaction across key enterprise accounts in the Western region. Serve as the primary escalation point for critical issues, lead resolution efforts with internal teams and OEM partners. Proactively track support cases, SLAs, and Root Cause Analyses (RCAs), ensure timely closures and communication. Maintain detailed and updated system configuration and support contract records across all customer accounts. Foster strong relationships with customer stakeholders, including technical heads and senior management. Team Leadership & Operational Oversight Lead the regional customer support team with a focus on discipline, accountability, and high-performance culture. Coordinate daily operations, ensuring prompt resolution of issues and effective team collaboration. Support cross-regional team efforts, especially during crisis situations or high-priority escalations. Provide hands-on technical leadership during critical issues, including on-site support if required. Presales & Technical Consultation Collaborate with the sales team to support presales activities by delivering technical presentations and solution briefings. Engage with clients to understand their workflows, challenges, and requirements, and propose optimal media solutions. Review and contribute to Scope of Work (SOW), Bill of Materials (BOM), and solution architecture documentation. Participate in solution design, installations, configurations, and project handovers. Process Improvement & Learning Drive continual learning within the team and stay updated on emerging technologies in broadcast and digital media. Recommend tools, workflows, or processes to improve customer experience and operational efficiency. Monitor and manage warranty/support renewals and proactively follow up on new and existing contracts. Desired Skills & Qualifications: Educational Background: Bachelor's degree in Electronics , Electronics & Telecommunications , Computer Science , or equivalent. Relevant industry experience may be considered in lieu of formal education. Experience: Minimum 10 years in broadcast IT technical support, project execution, or customer success in the media tech domain, with proven managerial experience. Technical Proficiency: Strong knowledge of broadcast and post-production environments : Collaborative newsroom workflows, SAN/NAS storage, RAID technologies, products & solutions for video editing, audio dubbing, QC, graphics, playout, automation, MAM, and digital delivery. Understanding AV standards, codecs, resolutions, formats, and streaming protocols. Good grasp of IT & Network fundamentals: topology, video/audio signal flow, video compression, and transmission. Certifications (Preferred but not mandatory): Cloud Computing, Virtualization, Networking, IT Security, Linux Administration, MS SQL, Remote Production, or basic software development.   Soft Skills: Excellent verbal and written communication in English; knowledge of at least one local Indian language preferred. Strong interpersonal skills, problem-solving mindset, and ability to engage with Leadership members and OEMs. Must be self-motivated, independent, and committed to customer success. Why Join Us: At Real Image, we are at the forefront of broadcast and media technology. You will work with some of the largest enterprise clients in the industry, support cutting-edge workflows, and help shape the future of media delivery. If you are passionate about technology, team leadership, and driving customer excellence — we want to hear from you.   Powered by JazzHR