Customer Success Engineer Flexible Location

Profile

About Brightcove
Brightcove is a team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping people connect, share experiences, and view the world. Bottom line:
video is the world’s most compelling, exciting medium, and Brightcove exists to demonstrate that video means business.
As the industry leader in this space, we empower our customers to deliver top-notch video experiences to audiences on every screen in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. Creativity thrives. Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and passions and we have built a culture that values individual empowerment, excellence and collaboration. This culture enables us to develop technologies once thought impossible, provide customer support without parallel or excuses, and leverage the expertise and resources of a global infrastructure. We take our video seriously, and we take great pride in doing it as one team.
Position Overview
Our Customer Success Engineers act as a key member of the customer-facing team and are responsible for aligning Brightcove products and services with customer objectives. CSEs drive customer conversations to uncover, scope, and define customer business objectives addressable by Brightcove capabilities.
An ideal candidate can learn new technologies quickly, stay informed of the competitive landscape of video and provide the development of technology solutions that help customers accelerate their business initiatives.
The role will consist of providing customers and Customer Success Managers with products and/or solutions advice and guidance. You will be asked to maintain working knowledge of engineering and complex aspects of our products; answer complex questions on function and usage; and solve Customer Success implementation problems. You’ll also prepare and perform detailed product demonstrations and product prototypes for prospects; and may provide installation support and post-sales consulting. We’re seeking candidates who are able to work proficiently under general supervision on product driven sales opportunities.
Job Responsibilities
Own technical communications with customers, including product demonstrations, answering questions, designing workflow architecture and ad-hoc training, both over the phone and onsite
Work with customers to understand their specific needs and translate internally into product feedback
Work with senior leadership at clients and within Brightcove to make sure client needs are met
Develop technical solutions for client-specific use cases
Continuously develop relationships at the implementation level within each customer relationship
Work closely with the Brightcove Global Services team to provide enhancements and custom solutions to clients
Work closely with product development to maintain the feedback loop from customers
Work closely with the corporate customer support team to share learning across key customer accounts
Travel when necessary to meet customers
Qualifications/Experience
2 years experience in a Technical Customer Success or Sales role, or an implementation or technical Digital Media role
Demonstrated ability to multi-task across a wide range of tasks and clients
Demonstrated ability to present to technical audiences and be able to handle objections on the fly
An ability to listen to customer needs, assess these needs effectively and address them through new product and service offerings
A proven track record delivering on or exceeding goals
Demonstrated experience with client-side tools and technologies (HTML, CSS, JavaScript, in-browser debugging, etc.)
Experience with APIs and at least one server-side language (PHP, Python, Java, etc.) strongly preferred
Hands-on approach to tackling tactical as well as strategic work
Excellent written, oral and interpersonal communication skills
Experience developing technical solutions
Experience working with OVP, Mobile and OTT solutions preferred
Experience in streaming media or video space preferred
Working at Brightcove:
As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company’s success. We offer competitive benefits and compensation packages.
We are currently all working remotely due to Covid-19 and, while we plan to return to an in-office experience, this position is being offered as a fully remote role in the following locations: Boston, NYC, Chicago, Austin and San Francisco. While you won’t get to experience the in-office culture, you will feel it remotely and be able to participate actively. We have plenty of opportunities to meet your colleagues around the globe and we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcove … and more to come!
If you've gotten all the way to the bottom of this description, thank you for your interest in Brightcove! If this role sounds like something that is exciting to you please don't hesitate to apply, even if you don't meet all of our qualifications. We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Please note that while this job description is an accurate description of the role, it is also subject to change during the course of this search.
Send us your resume if you are interested and want to learn more!

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