Jobs at EEG

Help us develop the closed captioning technology that makes media accessible to all. Join talented team members addressing challenging issues in a constantly evolving problem space.

Customer Success Manager

Brooklyn, NY

We’re EEG, a media technology company with customers including nearly all of the largest broadcasting, cable, and OTT/streaming media players in the US. We have a talented and growing staff operating out of our Brooklyn and Farmingdale (Long Island) offices, and we’re looking to add to our team!

We are seeking a Customer Success Manager (CSM) for our growing line of accessibility technology solutions serving the professional broadcast production and A/V industries. This position will focus primarily on the Lexi Automatic Captioning live transcription engine.

As a CSM, you will help new and prospective customers get the most out of their relationship with EEG by conducting onboarding meetings and training, connecting customers to technical support resources, and providing analysis highlighting ways to improve the customer’s system performance and value.

The CSM is the customer’s entry point to the EEG team, and will need to work successfully with internal teams in Technical Support, Sales, and Engineering to create a world class customer experience.

Your responsibilities would include:

  • Lead clients' onboarding experience through training and Q&A sessions
  • Manage day-to-day communications and organize regular meetings with all clients in assigned portfolio
  • Foster relationships with clients to drive customer satisfaction, retention, and loyalty
  • Connect customers with EEG Technical Support, Engineering, and Sales teams as needed to help users get the most out of the product
  • Communicate with Sales and Marketing teams to generate product materials and resources
  • Work with customers to evaluate performance of their EEG installation, including through hands-on grading and analysis of transcription accuracy metrics
  • Become a skilled user of EEG’s automatic speech recognition vocabulary training systems and put this knowledge to work for customers starting their own product implementation
  • Analyze billing patterns and help customers understand and appropriately scale their usage
  • Be a customer advocate in influencing product roadmap and improvements
  • Forecast customer needs and make suggestions for product and feature utilization
  • Monitor and influence key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell leads, and reference-ability

As a growing, entrepreneurial company, EEG provides an opportunity for individuals with a broad-based skill set and strong teamwork and motivational skills to set their own limits and excel.

Successful candidates will have a strong desire to succeed and professional experience or proven skills in the following areas:

  • 2+ years in a Customer Success, Relationship Management, or similar role
  • Building great relationships with customers, especially built on past experience in a sales, account management, or customer success environment
  • Passionate about helping people through the power of accessibility technology
  • Professional communications skills over email, telephone, and video conferencing
  • Good organizational skills including meeting facilitation, note-taking, and managing follow-up tasks
  • Strong proofreading skills in English required, with attention to detail required to review transcriptions for accuracy
  • Comfortable working with spreadsheets to present quantitative data on topics like transcription accuracy performance or billing trends
  • Basic fluency discussing important topics in B2B Enterprise software such as Cloud SAAS, data security, and AI

Expected salary range is $55K - $85K, plus additional opportunities for performance bonus compensation.

More About EEG

 

EEG is a privately-owned media technology company whose primary focus is video accessibility in the form of closed captions, benefiting the deaf and hard-of-hearing, language learners, and anyone who has ever watched a video on “mute.” Our pioneering role in IP-based live captioning systems was recognized when EEG received a Science & Technology Emmy® award in 2015.

The EEG team focuses on building fast-paced solutions to customer-focused challenges, such as new ultra-HD and IP-driven media formats, artificial intelligence and automation, and migration of video production technology to cloud-powered platforms and workflows.

Locations

Brooklyn, NY (DUMBO neighborhood) or Farmingdale, NY (Long Island)

If this sounds interesting to you, we’d like to hear from you! To apply, please submit a resume and cover letter below.

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