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Head of Technical Onboarding

1 month ago

Bengaluru, India Amagi Full time

Globally, Amagi works with 800+ content brands, delivering 3800+ channels with deployments in 150+ countries, managing programmatic ad opportunities over 50 billion. Amagi has industry-leading deep technical integration with 150+ Free Ad-supported Streaming TV (FAST) services, making it one the largest tech providers and a first-party ad platform for the FAST industry segment.Amagi has a presence in New York, Los Angeles, London, Paris, Singapore, Seoul and Sydney, with innovation centers in Bangalore, Zagreb, and Lodz, and a global media monitoring center in New Delhi. Amagi is one of the highest valued mediatech companies in the world and its investors include Accel, Norwest Venture Partners, General Atlantic, Premji Invest, Avataar Ventures and Nadathur Holdings.

Today, Amagi is the fastest-growing media and entertainment technology company on Earth. Founded in 2008, Amagi is a global leader in cloud-based products and solutions for broadcast and connected TV. Our cloud-based platforms support broadcast-quality, 24-hour linear channel production, channel distribution to Free Ad-Supported Streaming TV platforms, live orchestration for sports and news, OTT server-side ad insertion, and monetization analytics, as well as cost-effective disaster recovery.

Our identity and mission: Amagi, epitomizing the essence of freedom, embarks on an extraordinary mission to establish the world's foremost media technology business rooted in a foundation of goodness. Our commitment to autonomy is paralleled by our shared connection through a compelling purpose, with the Amagi way serving as our guiding light. In our pursuit, we strive to create a harmonious blend of individual freedom and collective purpose, shaping a unique and transformative journey that sets us apart in the realm of media technology.

Work Mode: In Office

Work Location: Bengaluru (Bannerghatta Road)

Job Profile:

We are looking for a highly skilled and experienced Media-Tech professional to join our dynamic Onboarding team as the Head of Technical Onboarding. The ideal candidate will possess deep expertise in Amagi’s products (CLOUDPORT, Tarang, Amagi Live, Video streaming and delivery technologies such as AWS Medialive, Mediaconnect, CDN, streaming, video delivery, and customer onboarding. )

We will need you to have a good foundation for establishing the technical and non-technical enablement needs for our customer onboarding teams. This key leadership role is pivotal in ensuring seamless integration and onboarding experiences for our clients, contributing to Amagi's commitment to delivering cutting-edge solutions in the ever-evolving media landscape.

Key Responsibilities:

Technical Onboarding Leadership:

  • Lead and manage the technical onboarding team, providing guidance, mentorship, and support to ensure a cohesive and efficient onboarding process.
  • Manage escalations and risks to optimize customer satisfaction. Prevent escalations by practising quality through continuous improvement.
  • Leading collaboration with internal stakeholders like engineering, product, sales and peer groups for customer success & operational integrity.
  • Develop and implement strategic initiatives to enhance the technical onboarding workflow, focusing on improving efficiency and customer satisfaction.

Media Technology Expertise:

  • Stay abreast of the latest trends and advancements in media technology, streaming, and video delivery to provide strategic insights and recommendations.
  • Collaborate with internal teams to integrate emerging technologies into the onboarding process, ensuring Amagi's solutions remain at the forefront of the industry.

Client Relationship Management:

  • Serve as a technical liaison between clients and internal teams, understanding client requirements and effectively communicating technical solutions.
  • Build and nurture strong relationships with clients during the onboarding process, ensuring a positive experience and successful implementation.

Onboarding Process Optimization:

  • Evaluate and refine the technical onboarding process, identifying opportunities for improvement and implementing best practices.
  • Collaborate with cross-functional teams to streamline workflows, reduce implementation timelines, and enhance overall customer satisfaction.

Training and Development:

  • Design and deliver comprehensive training programs for clients, ensuring they have a thorough understanding of Amagi's technology and its capabilities.
  • Foster a culture of continuous learning within the technical onboarding team, keeping them updated on industry trends and best practices.

Quality Assurance:

  • Implement and oversee quality assurance measures throughout the onboarding process to ensure the highest standards of service delivery.
  • Establish key performance indicators (KPIs) to monitor and measure the success of onboarding initiatives.

Skills and Expertise Required:

  • Our ideal candidate has 12+ years of experience in the IT sector, with at least 8 of them in a customer delivery role with a few years of people management experience. The candidate must be experienced in running Agile projects.
  • Proven experience in a leadership role overseeing technical onboarding in the media technology or streaming industry.
  • Deep understanding of media technology, streaming protocols, video delivery, and related technologies.
  • Have excellent communication and customer handling skills under high-pressure situations. Manage customer loyalty, satisfaction and perception over complex situations and escalations.
  • Be able to motivate, develop and enable a highly technical team towards world-class customer service.
  • Strong project management skills and the ability to lead cross-functional teams.