Vimond offers a cloud based platform for video content management and delivery, used by  broadcasters, distributors and content owners around the world to efficiently manage their online OTT and live video services. In addition we have Vimond IO, a revolutionary cloud based, frame-accurate and high quality video storytelling application running in your own browser. 

We are part of the Norwegian Media Cluster and our headquarters are located in beautiful Bergen, Norway, with branch offices in New York and Sydney.

As the Service Delivery Manager (SDM) in Vimond  you are responsible for ensuring we build good relations with our customers, based on operationalizing our contracted business, set the expectations and deliver on our promises.  

Also, the SDM bridges the gap between sales and support and are indispensable to ensure client growth and retention. 

You will have a central role and in the Customer Success department, with responsibilities for all our customers, globally. Your role includes communication and coordination to make sure that our delivery organisation meets our customer business needs in a timely and cost effective way. 

This position calls for a structured, but flexible, working day. Travelling must be expected. 

What you’ll be doing:

• gather quantitative and qualitative information which can help to measure the performance of, and improve the service provided to our customers from both an operational perspective and with respect to the quality of the relationship
• the management of the interface between Customer and Vimond to monitor that the delivery of the Services aligns to Customer contractual and business requirements. 
• Escalations in Vimond
• Communicate changes (both sides) and agree Service Windows
• Update / Exchange major Changes and Events (input to Change Calendar)
• Engage with regional Account Manager and Vimond Management
• producing and delivering reports of achievement and trends against service levels. The Service Reporting Process will determine format, content and frequency of reports with the business.
• auditing, reviewing and improving users perceptions of the delivered services
• initiating the RCA process and the making of the incident Report, which seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation 

The ideal candidate should

• Have a good understanding of Broadcast markets, with OTT and digital experience a strong benefit.
• 3-5 years of client-facing experience in a SaaS or similar B2B organization  
• Candidates would benefit from having Editor experience or specific experience leading business meetings as chiefs of staff, executive assistants or similar roles  
• Proven track record for customer retention and increased product usage  
• High degree of comfort learning new technology and CRM systems 
• Outstanding communications skills, both written and verbal  
• Written and spoken fluency in English is required

If you are interested in this position, please submit your resume together with a cover letter, using the provided link. For questions, please contact Helge Grimen, VP VIA Customer Success, [email protected]

Deadline: 3. February 2021