Principal Technical Account Manager Durham, North Carolina

Xperi

  • Durham, NC
  • Permanent
  • Full-time
  • 2 months ago
Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, driving more intelligent and every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio™, IMAX® Enhanced and TiVo®.Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with over 2,000 employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology.Principal Technical Account Manager - Job DescriptionWe are looking for a highly motivated, experienced, upbeat, and professional Principal Technical Account Manager to join the Xperi team. The Principal TAM acts as a trusted advisor and strategic partner for Xperi's most important B2B IPTV, Metadata, and Personalized Content Discovery customers, focusing on post-sales operational initiatives and new product and feature delivery, product adoption and optimization, and ultimately customer satisfaction and growth. This role combines deep technical expertise along with exceptional proven customer relationship management experience to ensure customers achieve operational excellence and maximize the value of Xperi products and services. This role is a primary point of contact for our high-profile clients, ensuring their technical and operational needs are met by collaborating with internal and ecosystem partner teams to deliver consistently high-quality service and products.The ideal candidate will have a passion for customer success, deep technical knowledge, and a proven ability to build strong customer relationships. This role requires an individual with a strong technology background and the ability to effectively partner with customers to understand their needs and ensure successful adoption of TiVo products within their infrastructure. The ideal candidate should have an advanced knowledge of network engineering, and video technology, and a proven history of success in a customer-facing technical role. We expect the Principal Technical Account Manager to have excellent communication and interpersonal skills, with an emphasis on listening, problem solving, and conflict resolution. This individual will be able to effectively manage and drive complex projects, issues, and communicate effectively at all levels of the business from technical groups through to C-Suite, and must be highly organized, flexible, extremely personable, and collaborative but decisive. We are looking for an individual who is excited to join a fast-paced and innovative team committed to customer success.Here's what you get to do:
  • Build and maintain strong, trustful relationships with customers to ensure successful adoption and management of TiVo products.
  • Drive customer satisfaction and loyalty by proactively addressing needs, providing exceptional service, and ensuring a positive experience.
  • Work closely with our internal Sales and Sales Engineering contacts to identify and execute opportunities for your customers' growth and expansion.
  • Provide technical guidance and support to customers on their implementation and use of their TiVo solution.
  • Be a subject matter expert on TiVo branded Xperi products and trusted advisor to Xperi's IPTV and Discovery customers.
  • Be the subject matter expert on your customers' operations, products, processes, configuration, requirements, and initiatives, and represent their perspectives and advocate for their needs within the Xperi organization.
  • Work with the Support Engineers and the NOC on escalated issues and serve as a liaison to Xperi Engineering, IT, and Operations teams for our most difficult escalations. Coordinate internal and external resources to resolve issues and develop action plans for your customers. Follow up consistently with internal teams to obtain traction and escalate as needed for priority.
  • Help your customers learn and implement best practices for provisioning, installing, using, marketing, and supporting TiVo products and services.
  • Counsel your customers in a professional and effective manner on the setup and use of TiVo products, features, and services as well as the proper methodologies and best practices for providing support to their customers and receiving support from our teams. Support and participate in the onboarding and success of new customers and products.
  • Effectively lead operational and new product onboarding projects for your customers, coordinating teams, managing dependencies and mitigations, to complete on time and with the highest quality.
  • Prepare for and conduct regular (weekly) meetings with your customers, communicating updates and information, providing status on issues/bugs, escalations, operational initiatives or projects, and upcoming software releases and product availability, and addressing customer concerns, requests, or questions.
  • Prepare and conduct regular QBRs for all strategic accounts, working closely with other internal groups for follow up actions.
  • Keep customer informed of issues, problems, and resolutions that may have an impact on the success of their operational initiatives and business, and that affect other operators with similar configurations or offerings. Be the voice of Xperi for your customers' operational needs, questions, and requirements.
  • Document your customers' operational activity, status, and processes thoroughly and completely. Keep accurate and detailed notes for every customer interaction, recording all actions, tasks, and agreements. Keep our internal documentation concerning your customers updated.
  • Monitor customer usage, engagement, and system health to ensure successful product adoption and satisfaction.
  • Analyze customer feedback to identify areas of improvement in TiVo products and services, and develop action plans for resolution.
  • Mentor other TAMs.
  • Identify and recommend improvements in our internal tools, processes, and documentation to increase efficiency and effectiveness, both internally and for our customers.
Here is what you'll need to be successful· BS/BA degree or college level coursework plus equivalent progressively responsible experience in customer-focused, technical roles.· High level of competence or experience in networking, software, hardware, video and/or audio technologies to include:· IP Networking Fundamentals: Understand TCP/IP, UDP, multicast, and unicast protocols.· Edge Caching systems.· Linux/Unix System Administration.· Web Servers and Load Balancing.· Cloud Infrastructure: Experience with AWS.· DRM (Digital Rights Management) and Security.· Content Protection: Understanding DRM systems such as Widevine, PlayReady, and FairPlay.· Access Control: Understanding encryption, token authentication, and secure content delivery.· API Integration: Experience of APIs for EPG, DRM, billing, and analytics systems.· SQL and/or scripting programming languages.· 8+ years of customer relationship management experience in client services or Technical Account Management.· Strong customer service attitude with a commitment to follow through.· Strong project management expertise and experience.· Strong interest in consumer electronics; prior experience in the CE industry a plus. Experience in the TV cable or ISP industries preferred.· Self-starting, initiative-taking, motivated, hardworking, calm under pressure, and very flexible.· Demonstrated collaboration and flexibility to work with internal groups and external teams.· Superb command of the English language, in writing, verbally, and listening/comprehension.· Creative problem-solving and analytical (or critical thinking) skills, with the ability to break down complex problems into clear and actionable plans and summaries.· ITIL or other service-oriented fundamental training a plus.· Experience with ServiceNow, Salesforce or other enterprise CRM, a plus· Ability to communicate custom issues to all levels of personnel within the organization effectively and professionally· Willingness to travel (10%+)· A flexibility to work across different time zones and availability to respond to customer escalations out of standard hours as needed.Life @ Xperi:At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes.Our employees and their families are important to us, and our comprehensive pay, stock and benefits programs reflect that. Xperi supports personal well-being, builds financial security and enables employees to share in our collective success.Rewards include:
  • Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.
  • Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
  • Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.
  • A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.

Xperi