Broadcast Customer Success Manager

1 day ago

Mumbai, Maharashtra, India beBeeCustomerSuccess Full time ₹ 30,00,000 - ₹ 35,00,000

We are seeking a highly skilled professional 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:
  • 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.

Required Skills & Qualifications:

  • Bachelor's degree in Electronics, Electronics & Telecommunications, Computer Science, or equivalent.
  • Relevant industry experience may be considered in lieu of formal education.
  • Minimum 10 years' experience in broadcast IT technical support, project execution, or customer success in the media tech domain, with proven managerial experience.
  • 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.

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