仕事内容:
Only resumes in English will be considered
Position Overview
Are you passionate about working directly with customers and immediately impacting their success? Are you driven by solving technical questions and issues? We are looking for someone who is passionate about providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with experience managing global technical support teams in a customer-facing role. Candidates must have an experienced technical background, a working understanding of web-based technologies, and enthusiasm for customer success.
This is a Global team, so this role will interact closely with support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers worldwide.
Working for Brightcove will give you a unique opportunity to join a fast-growing company and play an integral role in building products and online services that promise to transform the media industry and change the way people all over the world watch videos.
アピールポイント:
Job Responsibilities:
People Management

• Manage 6+ technical customer service engineers in a multilingual environment.
• Create a team culture and environment that is customer and employee-focused.
• Understand the team and individual’s technical needs by providing regular coaching, mentoring & constructive feedback.
• Develop all levels of employees within our organisation to ensure successful succession planning by setting and tracking development goals and implementing PIP (Performance Improvement Plans) when performance issues are identified. Follow a people-first approach to ensure this.
• Participate as an evaluator of soft & technical skills to support the hiring and interviewing processes.

Response Management, Product & Process Improvement

• Act as a Technical Incident Manager for infrastructure and services outages on large-scale cloud applications (AWS), in-house applications, and local bugs.
• Drive continuous process improvements/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs.
• Represent the customer to internal stakeholders in our Product and Engineering teams and ensure that our product and documentation reflect our customers’ needs.
• Participate in global reviews of the organisational tools, performance, and policies and procedures to ensure continuous improvements and standardisation across sites globally.
• Establish and assure adherence to budgets, schedules, work plans and performance requirements.

Reporting & Communication

• Interact with senior management and executives concerning cross-functional areas and responsibilities.
• Clearly communicate updates on performance against targets and objectives to senior management and executives.

求める人材:
Qualifications/Experience Required

• Bachelor's degree (Computer Science preferred but not required)
• 8+ years of relevant experience in a customer-facing environment with a minimum of 3+ years in team/people management, with the ability to demonstrate management experience achieving adherence to Service Level Agreements.
• Experience delivering on global strategic initiatives to improve customer satisfaction and experience.
• Experience managing large enterprise customer partner relationships and advocating for technical issues or needs.
• Required to be flexible, detail-oriented, and organised, as well as have the ability to multitask.
• Native Japanese and business-level English communication skills with a strong customer focus.
• Proven ability to work with the team to quickly and calmly resolve technical issues.
• Exposure to online technical problem-solving and troubleshooting.
• Understanding of internet technologies, including browsers, networking, firewalls & proxy servers.
• Working knowledge of web-based technologies, including HTML, CSS, Java Script.

勤務時間・曜日:
Nice to Haves :

• Programming experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python).
• Familiarity and working knowledge with online video and rich media.
• Exposure to video encoding applications.
• Strong data entry skills.

Special Conditions

• Business level English and native Japanese fluency is required

休暇・休日:
According Japan calendar
勤務地:
REMOTE - Japan
アクセス:
Not at t his level
待遇・福利厚生:
It is a Full Time job
その他:
As soon as possible
Job Type: Full-time
Pay: 10,520,000円 - 14,465,000円 per year
Experience:

• International Software companu: 5 years (Required)
• managing a team: 5 years (Required)
• Advanced level english: 10 years (Required)