Conductor is building a revolutionary cloud platform for the Media & Entertainment Industry. Our mission is to lead the transition from on-premises infrastructure to cloud-based, infinitely scalable and on-demand resources for rendering, simulation and beyond. Conductor enables entire workflows of VFX and Animation facilities, whether they’re using custom tools or off the shelf software to extend seamlessly into the cloud.
Customer Success Manager
Following our Series A funding round, we’re looking for an enthusiastic Customer Success Manager to join us in crafting an indispensable part of the content creation toolset. You’ll need to have a mix of enterprise software and VFX or Animation industry experience, and be insanely passionate about this insane industry we’re in!
Do you want to be instrumental in the future of M&E cloud-based services?
As the first Customer Success hire at Conductor, you’ll take the support baton from our engineering team and carry it forward. You’ll need to connect with our growing list of customers to solve problems, extract feedback and exude our team’s passion for enabling their deadline-driven workloads in the cloud. You’ll be responsible for building a Customer Success team, and establishing tools and processes to support our explosive growth. You’re personable, can “talk tech,” and get major kicks out of helping people find solutions to complex problems!
Be an evangelist for Conductor’s customers. Cloud is a new and scary workflow to many, and you’ll be charged with putting customers’ fears to rest and replacing ‘em with excitement!
Build, lead, mentor and inspire a high performance Customer Success team
Manage the escalation of support issues to the Conductor development team, ensuring critical issues are expedited and resolved
Analyze overall support operations to generate insights and reporting to identify and execute operational improvement initiatives
Generate and promote quality support initiatives and increase effectiveness of problem resolution cycles
Develop data gathering procedures, and utilize data to allocate resources, drive efficiency and continuously improve the customer experience
Determine new ways to track and measure customer satisfaction to improve retention and promote positive word of mouth
Discern and communicate opportunities for business process improvement and product enhancements that will support an improved customer experience and customer retention
Drive reduction of repeat issues
Effectively communicate customer satisfaction and retention metrics to management and engineering teams to help drive product improvement and awareness of customer needs
Improve tools and processes to help support staff achieve excellence in customer service, such as refining the implementation of ticket-based customer support for Conductor customers
Manage, moderate and develop multiple support channels, including email, forums, Slack, Twitter, etc.
Manage Conductor online documentation, making sure content is up to date and relevant
Reach out to end-users that have encountered issues with Conductor, and help manage and improve customer relationships
Bachelor’s degree in Computer Science, Computer Engineering or equivalent combination of education and experience.
4+ years supporting technical products, preferably in the VFX and Animation space
2+ years of relevant experience in Support Lead role, creating test plans, defining and implementing test cases
Great problem-solving skills and analytical abilities
Knowledge of content creation & rendering packages such as Maya, Nuke, Katana, 3DS Max, VRay, Arnold and RenderMan, as well as queueing systems such as Tractor and Qube!
Experience working with post-production and media customers, and a working knowledge of production pipelines & demands
Team player happy to wear many hats, and excited about participating in a fast-paced and changing startup environment
Excellent support skills and ability to build strong client relationships
Ability to work both in a team environment & independently with little or no direct supervision
Exceptional written and verbal English communication skills
Strong Linux experience
Strong Python experience
Willingness to work outside standard business hours to support customers as neede
Media & Entertainment industry experience as an artist, TD, TA, pipeline engineer or similar
Experience with administrating Zendesk
2+ years of experience with an issue and task management system (e.g. JIRA)