The Senior Deployment & Implementation Specialist is responsible for implementing the iconik platform, offering customer support, training, and addressing technical issues. This role involves gathering customer requirements, creating training materials, improving user experience, and collaborating with internal teams to enhance platform usage and resolve issues.
This role focuses on implementation of the iconik platform. The ideal candidate will possess a deep understanding of media management best practices, as well as a passion for training and supporting users. The objectives of this position are to ensure Administrators of the platform have a firm understanding of workflow options, best practices, and key decisions to make during their deployment and beyond. The implementation specialist should have a firm understanding of post-production workflows from ingest to delivery.
Responsibilities:
Customer Support & Training:
- Gather requirements from customers to understand goals, deadlines, and measures of success in their iconik usage.
- Identify areas of focus for training/consultation sessions
- Work with consultants and engineers to develop and evolve training programs
- Create training materials, including user guides, video tutorials, and FAQs.
- Provide ongoing support to users, addressing questions and troubleshooting issues as they arise.
- Work with internal support teams to identify the root cause of technical issues and present solutions to customers.
- Collaborate with engineers to triage and resolve issues for customers leveraging our API
- Identify customer workflow bottlenecks and advise on alternate solutions
- Provide platform guidance and support through the entire deployment and implementation process for our customera
Resource Administration and Maintenance:
- Contribute to resource planning, creation and improvement, including training videos & documentation.
- Maintain records of customer interactions, deployment strategies, progress, and support tickets
- Work with Customer Success to identify areas of product expansion
- Gather feedback from users to continuously improve training materials and user experience.
Qualifications:
Required:
- 5+ years of experience in media asset management, digital media workflows, or a related field.
- Proficient understanding of the Iconik platform or similar media asset management systems.
- Strong knowledge of video and audio formats, codecs, and related technologies.
- Excellent presentation and communication skills, with the ability to convey complex concepts to non-technical users.
- Ability to manage multiple projects simultaneously and meet deadlines.
Top Skills
Media Asset Management
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