Kaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people’s lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you’ll find more than 1000 global, well-known organizations.
15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we’re still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.
Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.
If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.
We are looking for a passionate customer advocate who will partner with and ensure the long-term success of our customers in a defined Region.
The CSM will be a key member of our Revenue team, reporting to the EDU VP, Customer Success. The main responsibilities for this role include client retention, positioning and identifying strategic growth opportunities, contract negotiations, and growing a book of business through development of long-term relationships and connecting with key business executives and stakeholders.
Responsibilities
Increase Customer Satisfaction
Be the voice of Kaltura to the customer and guide communication with different Kaltura departments - product, customer support, partners team etc. as you grow your Region.
Use NPS results, data, business reviews and client score cards as quantifiable metrics to assess and improve customer satisfaction.
Become a trusted adviser and foster strong relationships at both tactical and executive levels with customers.
Assure customer’s success with Kaltura’s product and services, turn customers into advocates.
Help customers maximize the use of video via a deep understanding of customer’s needs, Kaltura’s products and the edtech market.
Surpass Growth Goals – grow the Region
Define, develop and execute a regional business plan.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases.
Negotiate and close contract renewals retaining and growing revenue while assuring on time execution.
Increase Account Retention
Participate in planning of regional user group meetings, engaging customer participation and attendance
Leverage the relationship as well as close monitoring of data, adoption and customer’s satisfaction to identify any churn risks.
Manage account escalations to resolution
Define and execute a mitigation plan for customers in churn risk.
Preference given to candidates in the West
Qualifications
2+ years experience in Education technology space preferred
3+ years customer success or account management experience
Experience managing a book of business of over $2M ACV
Experience managing 30+ accounts
Experienced customer advocate with customer retention and growth quotas
Experience managing pipeline, forecast, and executing sales process
Demonstrable executive level presence and communication skills
Self-motivated team player who has fresh ideas and thrives on team success
Self-starter who takes the initiative to get things done
Minimum travel required
Perks: