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Senior Implementation Manager at Kaltura
New York City, NY, US

DESCRIPTION

Kaltura’s mission is to power any video experience. A recognized leader in the Cloud TV, OVP (Online Video Platform), EdVP (Education Video Platform) and EVP (Enterprise Video Platform) markets, Kaltura has emerged as the fastest growing video platform.

Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, at work, and in school. The company is committed to its core values of openness, flexibility, and collaboration, and is the initiator and backer of the world's leading open-source video management project, which is home to more than 150,000 community members.

Our customers include major service providers and media companies such as Vodafone, HBO, Viacom and Turner, leading enterprises such as MetLife, SAP and Novartis, as well as hundreds of global educational institutions, including Harvard, Columbia, NYU and the University of Michigan. 

We like to think of ourselves as a cool, fun and talented group of professionals looking to create cutting-edge technology that is open source and available to all.

Kaltura is a fast-paced environment where standards are high and initiative is always encouraged. We currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv, and we are growing rapidly including positions all over the world.

Working at Kaltura offers many benefits, cool happy hours, off-site team events, a flexible work environment that encourages work-life-balance, true openness to internal mobility and relocation, and an employee referral program.

Kaltura is an Equal Opportunity Employer.

REQUIREMENTS

The Senior Implementation Manager is responsible for the implementation of Kaltura's products and features for new and ongoing customers. The role supports multiple customers and implementations. Must be a team player and be customer satisfaction driven. Directly oversees implementation projects as well as supports team-based implementations lead by a Project Manager.   

Senior Implementation Manager provides subject matter expertise and hands-on configuration of Kaltura’s products and features. They provide options and recommendations, while developing and documenting workflow solutions when applicable for Kaltura’s customers. Ensures proactive communication to customers and internal staff. Manage requirements and escalations and understands simple to complex business requirements and can design a solution to meets those needs.

The role drives projects to completion by anticipating the needs of the customer and ensuring the alignment of the internal and external teams focused on the implementation.

 

The role may also support the improvement of training and training materials, lead specific application and/or beta feature implementations, and may provide post-implementation support. This may involve the development of project plans and requires excellent organization and project management skills.

 

Responsibilities include:

·      Provide technical, business consulting and product expertise to customers enabling comprehensive implementations and solutions.

·      Enable and configure various product features that meet the customer's needs within contractual constraints or identify change requests when needed.

·      Facilitate technical discussions and white boarding for project integrations and technical solutions from one to many technical applications.

·      Determine the scope of the implementation solution and the resources required to successfully complete.

·      Identify use cases, roles and other business requirements for each implementation.

·      Develop workflow options and solutions to customers for integrations, product extensions and enhancements.

·      Ensure sales, account management, and support have appropriate tools to sell and support the Professional Services offerings including the creation of customized workflow and system data flow diagrams.

·      Produce and manage client-facing documentation.

·      Conduct implementation pilots and help customer envision final solution

·      Create user stories, functional specifications and acceptance criteria.

·      Train new customer on the essentials of systems to get them started on implementations.

·      Identify areas for process improvement within the Professional Services organization and make recommendations to Management.

·      Produce technical proposals.

·      Develop risk mitigation plans when applicable.

·      Stay apprised of the latest video streaming technologies and innovations in web/mobile application technologies and online video.

·      Consistently meet agreed upon deadlines or escalate issues, concerns and barriers to key project leaders.

 

Background Experience includes:

·      10+ yrs of experience delivering commercial projects via a service organization

·      Ideal candidates would have a strong background in software development and Software-as-a-Service systems

·      Bachelors or master’s degree in computer science, Business Administration, or equivalent

·      10 years working directly with business/customers to understand business needs and applying technology solutions to those requirements.

·      5 years of experience developing and presenting technical solutions

·      Experience using Salesforce and Jira is helpful

·      Experience with Video streaming is highly desirable