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.