About The Role
Salary : £28,000-£35,000 depending on experience + Paid Overtime + Discretionary Bonus + Phone subsidy
Location : Central London
Groovy Gecko, established in 1999, is one of the pioneers and award-winning suppliers of live and on-demand streaming media services in the UK and Europe working with over 350 clients around the world. Clients include BP, O2, Nike, AKQA, ARUP, Kaplan, Next, Facebook, NSPPC, Cancer Research, XBOX, UK Parliament and Warner Brothers.
Groovy Gecko is known throughout the industry as a preferred employer with low staff turnover. This reflects an approach which is about finding the right people to join a truly different company. Our employees are exceptional at what they do and live by our corporate and personal values of being fair, honest, open, professional, and reliable.
You will join our team at a special time with a career-defining opportunity. We are in the unique position to be an established company with a ‘start-up’ attitude about to launch an industry-changing, disruptive new on-line video product and business model.
ABOUT THE ROLE
Groovy Gecko is seeking an experienced and capable Technical KAM, Support and Product Specialist to join our amazing team and make your mark. You will be versatile, hungry for new challenges and be passionate about online video.
Working from offices near Old Street, you will help support customers and the Key Account Management (KAM) Team in developing long-lasting client success strategies through exceptional support, technical solutions, demonstrating new features and driving adoption of new technologies. You will also deliver pre-sales support presentations working in conjunction with the Business Development Director (BDD), KAM Team and our Developers. You will assist in on-boarding new clients.
You will use your good interpersonal skills to broker internal development requests as you prioritise and determine what the developers will be working on next.
You will enhance your client relationships by responding to inbound support requests and ensuring that our 2nd line experts meet their SLA’s.
Candidates should have three years’ experience in service desk, technical customer service or support and/or technical KAM with some experience in on-line video platforms such as OTT, OVP or Enterprise Video. You will have some pre-sales experience with some exposure to Key Account Management preferably in an agile development environment.
You will be looking to develop your career with new challenges by joining a growing agency leading its field, whilst being a key member of a dynamic and committed team. The role will offer an opportunity to gain further hands-on experience with Live Webcasting and exposure to live production, satellite, bonded cellular and broadcast technologies. You will manage the technical Key Account Management relationship with a colleague and go to meetings at our clients’ offices.
This role’s responsibilities include:
Become a Product Specialist and manage client relationships as an awesome technical Key Account Manager.
Using good interpersonal skills to broker and balance internal and external client requests.
Response to inbound requests and ensure that our 2nd line experts meet our SLA’s.
To carry out technical pre-sales visits and presentations and help clients define their requirements.
Shaping our feature sets and future by engaging with the development team on implementation of new functionality for clients.
Assist with on-boarding new SaaS clients and establishing new relationships and partnership to ensure their success.
Conducting activities, such as a small company may require, for which there are no defined roles.
The potential to become a Product Owner.
Occasional some off-site, outside of London and after-hours work will be required.
Please send your CV and a cover letter to firstname.lastname@example.org
Good understanding of online video platforms – OTT, OVP and Enterprise Video.
Ability to apply in-depth application knowledge to trouble-shooting and identify opportunities.
Capable of designing and delivering presentations both face to face and remotely.
Ability to understand and translate requests from clients into technical requirements
Ability to prioritise clients’ requests
Great communication skills with internal and external stakeholders.
Excellent customer service skills including a high level of empathy.
Must be super organized, proactive and capable of working effectively either alone or as part of a small team.
Ability to understand and meet SLA’s.
Key Skills & Knowledge
- At least three years’ experience in a similar role.
Experience using JIRA, Asana or Zendesk
Experience in working with at least one of these Online Video Platforms (OVP), OTT or Enterprise Video (EV) platforms such as Kaltura, Media Platform, MediaSite, Qumu, Ooyala, Brightcove, Panapto, ON24, VBrick,
Sonic Foundry, PGI is an advantage.
Experience working with CDN’s such as Akamai, Limelight Networks, Level3
Experience with streaming live or on demand video.
Working in an agile environment with previous Product Owner experience.
Familiarity with Office 365 and Active Directory administration.
Basic networking, PC and basic server troubleshooting experience.
You must already have existing eligibility to work in the UK
Groovy Gecko is an equal opportunities employer.
NO AGENCIES PLEASE – agency correspondence will be treated as spam and a contradiction to GDPR law.