Head of Technical Onboarding - Streaming/OTT
- Amagi Media Labs
- 3 - 11 years
- Bengaluru
- 6 months ago
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Job Description
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 Amagis 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 Amagis 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 Amagis 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.
Job Classification
Industry: TV / RadioFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: Amagi Media LabsLocation(s): Bengaluru+ View Contact
Keyskills: Manager Quality Assurance Disaster recovery Agile Customer service Continuous improvement Operations Analytics Monitoring Channel distribution
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