About the Job

Does the opportunity to join one of the fastest growing tech companies in Boston excite you? 3Play Media, a leading full-service video accessibility solution, is looking for a full-time Customer Success Manager. As a 3Play Media Customer Success Manager you will build long-lasting, mutually beneficial relationships with your contacts, always striving to find solutions that best fit the individual needs of the clients to improve workflow, increase growth and ease pain.

The Customer Success manager will act as an overlay for a specific customer base and work in conjunction with the Account Manager. We are looking for communicative candidates who are proactive and passionate about customer experience and eager to continue to scale our products and services.

Successful candidates will have exceptional communication and problem-solving skills. They should be resourceful, analytical, adaptable, and organized, with the ability to build rapport with clients. The ideal candidate leads with a consultative approach to help identify opportunities for 3Play Media to expand product adoption leading to stickiness and growth.

Duties and Responsibilities

• Overall customer retention and happiness; builds trust and transparency with customers
• Identifies and establishes clear retention goals and process milestones for the client 
• Promotes an energetic fan base for products and locates brand ambassadors to share the product's benefit and value
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Cross functional collaboration; works closely with Account Management, Implementation, Finance, Product, Operations and Support teams to ensure an exceptional customer experience
• Reviews customer complaints and concerns and seeks to improve all aspects of the customer experience with the company
• Becomes a 3Play product and service expert through detailed understanding of products and services
• Assists customers with questions and suggests the best path for their needs
• Optimizes existing processes within the company and actively enhances all Customer Success initiatives
• Assists with onboarding of new clients
• Identifies areas of account growth for AM
• Assists in creating training courses and educational materials for customers and the 3Play team
• Identifying customer and industry trends and keeps accurate records pertaining to customer relationships and account notes

Position Requirements

• Bachelor’s degree preferred
• 2 - 5 years of Customer Success, Support and/or Account Manager experience (ideally in software or SAAS industries)
• Exceptional verbal, active listening and written communication skills
• Ability to collect, track, and analyze large amounts of data
• Adaptability and strong problem-solving skills
• Strong prioritization and time management skills
• Accountability and personal organization are essential
• Ability to build rapport and collaborate with others within the company and externally.
• Understanding of consumer behaviors and industry trends
• Extensive, accurate product knowledge
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Online video industry knowledge is preferred but not required

About the Company

3Play Media is a rapidly growing, profitable technology company with a startup culture making a huge impact on the way people consume online media. We provide premium captioning, transcription, audio description, and translation solutions to over 5,000 higher ed, enterprise, media, and government customers. Our goal is to simplify the workflow through flexible APIs, a secure online account system, and integrations with a multitude of players, platforms, and lecture capture systems. We got our start in 2008 out of MIT Sloan and we are based in Boston, MA.

Work Environment

We have an awesome work environment! Our team is hard working, laid back, and fun. We prioritize the ability for our employees to do their work quickly and efficiently without getting stuck in office politics and wasteful meetings. The team is dedicated to building a successful company. We have a spacious office with lots of natural light located in the North End. The work we do is fun, interesting, and gratifying. Your work will have a direct impact on our company’s success.

Location 

3Play Media is located in Boston, MA –  North Washington St on the Green & Orange line and near North Station. We are in the heart of Boston’s thriving North End District. We are located near some of the best restaurants and surrounded by Boston’s buzzing tech scene. 

Perks

• Professional growth and development opportunities
• Competitive compensation 
• Medical, Dental, and Vision benefits
• 401K matching program
• Paid vacation, birthday, volunteer days, and sick leave
• Disability and life insurance 
• Charitable contribution matching program 
• Transportation subsidy 
• Company sponsored social events
• Snacks and beverages provided