Enterprise Solutions Technical Account Manager (14098)
Sales – Customer Success /
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Enterprise Solutions Technical Account Manager
Duration: Permanent - Remote Hybrid
Location: North America, preference for West Coast time zone
Who You Are:
The Enterprise Solutions Technical Account Manager is responsible for ensuring successful onboarding, usage and operations of our Enterprise Solution Product suite. The incumbent must demonstrate the ability to have technical discussions with customers and working collaboratively across the organization including with sales, product and operations teams.
You will assist in all aspects of day-to-day servicing of customers for the Getty Images Media Manager (hosted digital asset management and content delivery solution), API and other delivery mechanisms and platform tools including the Getty Images Plugins suite and Mobile applications. Activities include: initial set up, implementation and integration, integration optimization questions, client training, and ongoing maintenance and operational support. This role is responsible for having an ongoing post sales customer relationship to ensure adoption and use of Getty Images Enterprise Solution products.
The role will occasionally support the sales team in pitches to provide the technical expertise and mentorship around the implementation, work-flows and benefits of the tools and services for the customer.
The role requires individuals who demonstrate a passion for technology with the ability to communicate to both technical and non-technical audiences about the product as well as the ability to handle configuration, integration and training for a customer. They are results focused, organized, and can demonstrate both Getty Images product knowledge and technical competence when talking to a customer. They enjoy the challenge of digging through a tough problem to tackle it or identifying better ways of accomplishing customer goals and identifying new insights to surface to the product organization.
Your Next Challenge:
- Serve as an advisor and key contact for customer integrations across all GI products and services (MMS, API, and other delivery systems and workflow tools, & new products)
- Serve as customer advocate to improve the use of GI products in customer workflows to drive business goals
- Become a recognized Getty Images Enterprise Solution Platforms authority, maintaining technical, integration and operational domain expertise.
- Stay up-to-date on the evolution of the Getty Images Enterprise Solutions and understand how to support the Enterprise Solution Sales teams on growing our customer base.
- Drive strong adoption and retention of products and tools by customers through training, ongoing outreach and integration support
- Partner with our product teams to provide insights and track the barriers to adoption and work with product teams to help identify new functional, programmatic or improved processes to improve adoption and use.
- Promote standardization to support long-term scale of the enterprise products and operations
- Identify and proactively lead risk areas, scope and customer expectations that could impact successful delivery.
- Reports and tracks system issues and feature requests. Liaise with development team and product managers through established channels. Report status and resolution to clients.
- Monitor utilization of the product, provide reporting and trend activity feedback to demonstrate value, proactively seek to embed the product within the client business areas and expand usage organically.
- Assist clients with production services such as uploading of assets, captioning, and organizing of their material when necessary.
What you'll need:
- 2+ years relevant experience in the specified field
- SaaS product support and training experience, understanding of industry standard methodologies, implementation experience with enterprise platforms.
- Experience with key areas of customer enterprise workflows, including integration technologies, access control & security, and asset and metadata management.
- Shown ability to interact with all levels of an organization with technical and non-technical customers and collaborators.
- Strong proficiency in communicating complex business and technical concepts.
- A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies.
- Ability to collaborate with a variety of teams while also being able to work independently as a self-starter on an as-needed basis.
- Bachelor's degree required in a related field and/or previous experience in a similar role.
- Excellent interpersonal, problem solving and time management skills and the ability to maintain a professional attitude even under stressful situations
- Familiarity with DAM solutions, content licensing, metadata, API integrations, working with product teams and software development preferred.
- Fluency in English and one or more of the following languages; French, German, Italian, Japanese, Spanish, or Portuguese a plus.
Mental and Physical Demands
- Frequent communication with others to exchange information.
- Occasionally moving objects up to 20 lbs and frequently moving objects up to 10 lbs.
- Frequent sedentary work that primarily involves sitting/standing; Time of each will vary.
- Constant operation of computer and frequent usage of other office machinery, including (but not limited to) calculator, copy machine, computer printer, etc.
- Constant assessment of accuracy and thoroughness of the work assignment.
Covid-19 Company Statement:
Getty Images does not require employees to be vaccinated against Covid-19, but vaccination or testing may be mandated by the relevant local laws with which Getty Images will comply. If this position involves contact with third parties, attendance on site for events, travel and/or work in our offices, those actions will be subject to any to relevant local laws, venue or customer requirements, or travel requirements regarding vaccines or testing (and exemptions thereto).
Getty Images does not require employees to be vaccinated against Covid-19, but vaccination or testing has been mandated by the Biden administration and that mandate applies to our US workforce. If this position involves contact with third parties, attendance on site for events, travel and/or work in our offices, those actions will be subject to any to relevant local laws, venue or customer requirements, or travel requirements regarding vaccines or testing (and exemptions thereto).
Who We Are:
For over 25 years, Getty Images has embraced disruption and change; riding the digital wave to evolve from a fragmented, analog stock photo business into a multi-billion dollar, global e-commerce industry leader and trusted brand. The breadth and quality of our content has always allowed our customers and partners to tell their stories with greater creativity and accuracy, eliciting more emotion and enabling more action.
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Getty Images offers the most exclusive and unique creative and editorial visual content globally. The breadth and quality of our content allows our customers and partners to tell their stories with greater creativity and accuracy, thereby eliciting more emotion and enabling more action. Getty Images moves the world —whether the goal is commercial or philanthropic, revenue-generating or society-changing, market-disrupting or headline-driving. Getty Images offers the highest quality and most diverse visual content, based on industry-leading expertise and innovation.
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