We are looking for a technically proficient and client-focused professional to provide architectural guidance, hands-on support, and seamless communication between clients and our CS & product development team. This role involves identifying technical & operational challenges, implementing effective solutions, and ensuring customer feedback drives future product enhancements. By combining technical expertise with strategic collaboration, you will play a key role in driving adoption and optimizing both customer experience and product innovation.

Customer Adoption and Utilization:

• Drive and enhance customer adoption of products, solutions, and workflows through proactive engagement and evangelization
• Work closely with key account stakeholders to understand their operational needs and align product utilization accordingly
• Should act as an expert / advisor for solutions used within client infrastructure

Operations Support and Coordination:

• Coordinate operational support to ensure seamless integration and functionality of products within the customer's environment. Ensure adoption of solution is maximised across all Vizrt products & solutions
• Coordinate with support teams to address technical issues promptly and effectively, ensuring minimal disruption to customer operations. Escalate appropriately

Cross-Functional Collaboration:

• Collaborate with internal CS teams including support, professional services, presales, and sales to deliver cohesive customer experiences
• Facilitate knowledge sharing and best practices across teams to optimize product performance and customer satisfaction

Feedback and Product Improvement:

• Gather and analyze customer feedback to identify product enhancement opportunities. Channelling this feedback to Vizrt
• Provide actionable insights to the Vizrt Product Development team to improve product performance, usability, and value proposition

Technical Expertise and Training:

• Serve as a technical subject matter expert for the customer, offering guidance on product features, configurations, and troubleshooting
• Conduct training sessions and workshops for key account stakeholders to maximize their proficiency and utilization of the software

Relationship Management:

• Act as a trusted advisor, offering strategic guidance and solutions to align with their business objectives and operational needs

Performance Monitoring and Reporting:

• Monitor and analyze product performance metrics and usage patterns within the key account
• Generate regular reports and updates on adoption rates, support issues, and customer feedback to internal stakeholders

Continuous Improvement and Innovation:

• Self-develop and maintain knowledge of industry trends, competitor activities, and emerging technologies relevant to the customer's business
• Proactively recommend innovative solutions and enhancements to maintain competitive advantage and drive customer satisfaction
• To act as a Technical Lead/Advisor on all Project Delivery, liaising with the Project Team to ensure a full understanding of the Customers workflows is considered
• Work, in partnership with the Project team to assist with onsite delivery, upgrades and system configuration
• Assist in project management activities related to product implementations, upgrades, and customizations

Documentation and Knowledge Management:

• Develop and maintain comprehensive documentation including user guides, FAQs, and best practices
• Contribute to knowledge management systems to facilitate self-service and support efficiency for the customer

Requirements

• Bachelor's degree in computer & engineering in related fields
• Proven work experience in Broadcast and Media industry
• Technical Knowledge: In-depth understanding of broadcast engineering and workflows, Vizrt products and solutions
• Strong communication skills both written and verbal
• Ability to adapt to changing environments and client needs
• Flexible to travel to customer installation sites/Vizrt offices as required

Benefits

More stories, better told

Vizrt®️ is the world’s leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media – unlocking the power of a story for all. Vizrt offers market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. Vizrt offers Flexible Access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers’ success, giving them the right tool for the job, and accelerating their creative excellence.

More than three billion people watch stories told by Vizrt customers every day including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more. https://www.vizrt.com/vizrt

We offer a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.

• Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.

• Professional Development: Opportunities for ongoing training

Join our team and take advantage of these benefits while working in a dynamic and supportive environment.

Recruitment Process for this role:

1. Recruiter Screening

2. Team Interview

3. Case/ Code assignment

4. Final Interview