Job Description

Rightsline is looking for a full-time Technical Account Manager to join our global team. 

A strategic thinker, and someone who excels in “getting things done” in an entrepreneurial environment.

As a Technical Account Manager, you are responsible for managing several of our large accounts. From implementation to assisting with technical support and helping to grow the user base. You will be knowledgeable in all aspects of your clients’ configuration.  You need to excel at developing processes and implementing tools to assist our customer-facing teams and you will need to be comfortable in a ground-floor role to build out our Customer Success department. This role is ideal for a highly motivated self-starter who is resilient, enthusiastic and creative in how they approach ambiguous challenges and significant responsibilities, which include:

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Identifying areas of expansion within your client's organization to grow the user base
• Communicate clearly the progress of initiatives, product roadmap, and software releases
• Provide customers with regularly updated user guides and release notes
• Manage and resolve as possible incoming support tickets which may require software configuration, reporting and database queries
• Triage issues into appropriate categories based on guidance and rules provided
• Work with internal teams to resolve customer tickets per internal SLAs
• Produce and curate technical content in volume
• Keep records of customer interactions via the tools provided. Follow communication procedures, guidelines, and policies

The ideal candidate has excellent communication skills and a passion for solving problems as well as the technical ability to understand issues or needs being reported and translate those into requirements and either resolve issues directly or work with the appropriate team within the company.

Experience in Project Management, QA testing, technical writing and/or business analyst activities is a bonus. The desire to learn and the ability to adapt are required.

This role reports to the Customer Success Manager but works closely with all the Rightsline departments including Professional Services / Project Management (& Business Analysts) Engineering, Product, and Executive teams—while interacting directly with customers.  The role is an integral part of producing and maintaining high-quality service and products for clients throughout the media industry. You will be working in a highly collaborative environment with a team who shares your passion for building impactful products.

Qualifications

• Experience in a B2B customer success or implementation role
• 3+ years experience managing a growing book of enterprise customers
• Experience with customer ticketing, customer success, and CRM software
• Ability to write clearly and concisely and communicate appropriately
• Strong sense of ownership and proven ability to adapt.
• Familiarity with bug tracking and ticket management software (JIRA).
• Excellent organizational skills, proficiency in Microsoft Office and general computer capabilities
• 4-year degree or 2-year technical college completion

Bonus Qualifications

• Understanding of SQL and database practices.
• Media and Entertainment experience
• Experience in a rapidly growing startup is a plus

About Rightsline

Headquartered in Los Angeles, Rightsline is the world’s only true, multi-tenant, software-as-a-service rights and contract management platform.  Offering real-time avails, pipeline management, contract visibility, and inventory management, Rightsline powers many of the world’s leading companies within the media and entertainment ecosystem. We provide content owners, distributors, sales agents, business groups, and legal teams in any organization with full, 360-degree visibility into all their rights, in all territories, and on all platforms, worldwide.  Empowering companies to achieve ultimate catalog monetization – through easy tracking of expirations, conflicts, and opportunities – is at the core of the software toolset for which Rightsline has become renowned.

Rightsline offers a competitive salary, health benefits, and a fun environment, and the ability to work from anywhere that makes you happy.