Overview

Technical Account Manager (Job Req #2025-342) at Ross Video. Join to apply for the Technical Account Manager (Job Req #2025-342) role at Ross Video.

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you\'ve ever watched live television, news, sports, or entertainment, you\'ve seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

What the job is all about

Job overview: The Technical Account Manager (TAM) is a key member of the Professional Services Department - EMEA. The TAM is responsible for strengthening customer relationships and ensuring customer satisfaction by monitoring support requests of key accounts, identifying unresolved issues, and working with appropriate teams on resolutions while managing customer communication. They hold regular review meetings with customers to discuss issues or concerns and provide updates on open issues. The TAM analyzes customer support requirements and identifies areas where the company can offer improved services to ensure Ross meets its mission of providing a Superior Customer Experience. This position reports to the Director, Professional Services - EMEA.

Who you report to: Director, Professional Services – EMEA

What we offer: Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events. Best of all, you will be part of the Ross Video family, and we\'ve got an energizing environment here.

What the job is all about

• Provides customer management, leadership support and is the customer advocate
• Acts as point of contact for feature requests, changes to workflows, hardware, upgrades, and more. Collaborates with Regional Sales Managers, Solution Architects and Product Teams
• As the voice of the customer, engages internal resources to ensure concerns/escalations are resolved in a timely manner, including feature questions and enhancement requests, and communicates updates to the customer
• Monitors the progress of escalated issues for assigned customers
• Travel to customer sites as needed to assist in troubleshooting/diagnosis of critical issues, engages the Director of Professional Services, EMEA, or appropriate Technical Support Manager and/or the appropriate Technical Product Manager, and drives issue escalations with Field Services and R&D teams
• Ensures effective ownership, communication, coordination, and facilitation of support service activities with assigned customers
• Schedules review meetings with customers to discuss issues, concerns or escalations
• With the Service Delivery Operations system administrator/analyst, compiles monthly support/RMA reports for assigned customers
• Monitors and analyzes Technical Support statistics to tailor customer service strategies (e.g., software/hardware upgrades, extended warranty, critical spares)
• When requested, provides enhanced site services such as evaluating network and broadcast environments, identifying vulnerabilities, drafting maintenance procedures and troubleshooting techniques
• Performs other activities as needed to get the job done

Who you are

• Strong knowledge of Broadcasting and IT infrastructure
• Ability to manage multiple assignments, set priorities, and adapt to changing conditions
• Excellent crisis management skills
• Superior customer skills, including excellent verbal and written communications
• Familiarity with key components used in broadcast stations
• Post-secondary degree/diploma related to broadcast or relevant work experience
• High level of customer service experience
• Solid technical background in broadcasting
• Solid time / task management experience
• Minimum of 10 years’ experience in a broadcast environment
• Passionate about the broadcast industry
• Strong interpersonal and observational skills
• Strong organizational skills and very detail oriented
• Self-starter, quick learner and able to work under minimal supervision
• Approachable, patient, calm with a desire to help others learn new objectives
• Ability to mitigate risk
• High initiative and well-developed analytical skills
• Must be able to work well within a team, as well as independently

Bonus points if you have the following

• Knowledge of SalesForce
• Extensive knowledge of the Ross family of products
• Familiarity with key components used in broadcast stations
• Proven leadership and management experience
• High level of customer service experience
• Solid time / task management experience
• Strong interpersonal and observational skills
• Strong organizational skills and very detail oriented
• Self-starter, quick learner and able to work under minimal supervision
• Approachable, patient, calm with a desire to help others learn new objectives
• Ability to mitigate risk
• High initiative and well-developed analytical skills
• Must be able to work well within a team, as well as independently
• Germany based preferred

Equity, Diversity & Inclusion

At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.