Technical Account Manager

Network Device Interface (NDI) is a high-performance standard that harnesses the power of Software, Computers, and Networks to make video creation and delivery accessible and easy for millions, fueling the software-defined visual storytelling revolution. At NDI, we democratize access to easy-to-use tools and technologies that help everyone create and deliver high-quality video using existing software applications, computing devices, and networks.

The NDI team is a high-performing small team united by a desire to change the world of video. Interested in joining the mission?

We are seeking a skilled Technical Account Manager (TAM) to join our Customer Success team. The TAM will act as the primary technical point of contact for our Licensees, ensuring that their technical needs are met with expertise and efficiency. This role requires a unique blend of technical acumen, communication skills, and customer service to maintain and enhance customer relationships.

About the role:

• Serve as the primary technical point of contact for NDI licensees, offering expert guidance and support. Ensure licensees have access to the latest NDI technology and understand how to implement it within their products.
• Help licensees integrate NDI technology into their products, ensuring compatibility and optimal performance. Provide technical troubleshooting and support for integration issues.
• Gather and analyze feedback from licensees regarding NDI technology, identifying trends, issues, and opportunities for improvement
• Ensure that licensee products meet NDI standards for interoperability and performance. oversee certification processes to validate compliance with NDI specifications.
• Work closely with the Support/Engineering teams to identify and resolve technical issues in licensee products. Recommend improvements to NDI technology based on insights gained from working with licensees.
• Develop and maintain comprehensive technical documentation for NDI technology, including integration guides, quick start documentation, and best practices for licensees.
• Regularly report on licensee project statuses, integration challenges, and feedback to internal teams. Create detailed reports on quality assurance activities, highlighting any issues encountered and the steps taken to resolve them.
• Collaborate with product development, engineering, and sales teams to align licensee needs with NDI technology development. Act as a bridge between licensees and internal teams to ensure that product enhancements meet licensee requirements.
• Maintain clear and effective communication with licensees, providing updates on NDI technology developments, answering technical queries, and facilitating forums or meetings for knowledge sharing among the NDI community.
• Actively collect and analyze Licensee feedback to identify trends and insights. Work closely with the product development team to suggest improvements or new features based on the Licensees needs.
• Organize and conduct training sessions for licensees on NDI technology and updates. Ensure licensees are fully informed and equipped to utilize NDI technology effectively.

Requirements

• Strong technical background in networking (Layer 3&4), video streaming technologies, and software development.
• Experience with C++ or other programming languages. (Desired not Required)
• Excellent communication and interpersonal skills, capable of building strong relationships with both internal teams and external partners.
• Experience in technical account management, customer success, or a similar role, preferably within the video technology or broadcast industry.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.
• Familiarity with NDI technology or similar video over IP technologies is highly desirable.

Benefits

We offer a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• Retirement Plans: 401(k) plan with company match to help you plan for your future.
• Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
• Life and Disability Insurance: Life insurance and both short-term and long-term disability insurance to provide peace of mind.
• Professional Development: Opportunities for ongoing training

Join our team and take advantage of these benefits while working in a dynamic and supportive environment.

Recruitment Process:

1. Recruiter Screening
2. Team Interview
3. Case Interview
4. Final Interview