Job Description

About Brightcove Brightcove is a team of intelligent, 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 innovative and compelling 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 distinct 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 As a Team Lead Onboarding Engagement Manager, you will be responsible for leading, coaching, training, developing, and mentoring the local Onboarding team as well as working with high-profile customers with more advanced implementations; you will work with some of the world's best-known brands to train them on their use of the Brightcove solutions! You will be part of a global team which provides outstanding training from the simplest to most complex solutions, which ensures our customers obtain optimal value from their Brightcove solutions, to achieve real results. You will be responsible for understanding each customer's business requirements and providing solution training via best-in-class project management delivery methodologies, helping customers to realize a faster time-to-value! Job Responsibilities

• Serve as a Team Lead by training new team members and being the team's first point of contact for questions and suggestions.
• Provide advice, assistance, and follow-up for onboarding procedures and company policies.
• Positively influence and contribute to the team culture.
• Acting as a subject matter expert; sharing technical expertise and guidance with the global Onboarding team.
• Provide customers with extensive best practices on all aspects of Brightcove Products, how to publish content successfully, and on new products and services available.
• Providing recommendations to customers for additional product features or other technology partners within the Brightcove ecosystem.
• Maintains a professional and courteous manner with customers.
• Respond to customers in a timely and attentive manner.
• Lead Onboarding process improvement initiatives and feedback.
• Suggest automation opportunities to enhance our operations to be more efficient, while keeping employee experience as the utmost priority.
• Be a part of cross-functional teams to help roll out new product features and improve the overall customer experience.
• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding.
• Monitor and track progress of key implementation milestones, timelines and risks with frequent customer status video calls

Qualifications/Experience

• 4+ years experience in a customer-facing or customer service role
• 2+ years of experience working with video streaming technologies across desktop and mobile web, iOS and Android applications, OTT devices, and other emerging platforms or 3rd party video applications
• Proven ability to manage several onboarding projects to successful completion
• Ability to pivot from one task to another and work within tight deadlines
• Demonstrated experience with SaaS software and technologies (HTML, CSS, JavaScript, in-browser debugging, etc.)
• Functional proficiency with the Salesforce and Gainsight platforms
• University Bachelor Degree or Masters (Degree in Digital Media, Computer Science, Engineering or related field is a plus)
• Highly motivated professional with experience working in a customer-facing role
• Great at solving problems and critical thinker
• Highly enthusiastic and strong passion to work with customers to make them successful
• Able to work independently and as a part of a global team
• Project Management experience is a plus.
• Multilingual speaker is a plus.
• Experience working in a multicultural/multilingual environment.

Special Conditions

• Brightcove currently has a hybrid work schedule.
• Ability to travel approximately 5-10%

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 compensation, stock options, and generous benefits regarding insurance and paid time off. This role is designated to be located in our Chennai office, located at WorkEZ Centre OMR. Working at Brightcove affords you unparalleled access to scale, distribution and operational maturity while maintaining a small, agile and entrepreneurial culture. We recruit and retain highly qualified and motivated individuals, create an environment where they can innovate and achieve their best, and reward them for their performance by giving them the opportunity to share in the company's success. 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. Send us your resume if you are interested and want to learn more!