Technical Account Manager

This is us 

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. 

The Technical Account Manager (TAM) combines technical expertise with account management skills to deliver high-value customer experiences. A TAM acts as the technical bridge between Kaltura and its customers, focusing on ensuring technical success and satisfaction with our products and services. TAMs are responsible for building strong relationships, understanding client needs, creating innovative solutions, and helping them achieve their goals through effective use of Kaltura's offerings.

Key Roles and Responsibilities:

1. Customer Relationship Management and Advocacy: Own the technical relationships with large enterprise customers, often serving as the primary technical advisor without direct day-to-day involvement from other internal Kaltura teams.
2. Technical Guidance, Support, and Training: Provide technical assistance, troubleshoot issues, offer tailored solutions, and conduct training sessions to empower clients. This includes support of APIs, integrations with 3rd party platforms, custom reports, scoping of Professional Services and workflow optimization.
3. Onboarding, Implementation, and Product Expertise: Help customers deploy and integrate Kaltura's products, ensuring smooth onboarding, and maintain deep knowledge of Kaltura's offerings to assist with technical questions. Collaborate with Product, Engineering, and Professional Services teams to scope enhancements, submit feature requests, and influence the roadmap based on customer needs.
4. Strategic Planning and Innovation: Develop technical roadmaps, advocate for product improvements, use creative approaches to solve customer challenges, and identify growth opportunities. This includes consultations with customers on workflow design, best practices and technical optimizations.
5. Escalation, Problem Management, and Performance Monitoring: Manage escalations, ensure timely resolution of critical issues, monitor customer usage, provide reports, and identify improvement opportunities.

Primary Goals:

·       Ensure customer satisfaction and retention through proactive technical engagement.

·       Accelerate adoption and usage of Kaltura solutions by optimizing integrations and workflows.

·       Identify and scope expansion opportunities, collaborating with Sales on upsells and cross-sells.

·       Reduce escalations and improve customer outcomes through effective solutioning.

Required Skills and Qualifications:

·       Minimum 3-5 years in a technical or customer-facing role (solutions engineer, sales engineer, systems engineer, consultant, or support engineer).

·       Hands-on experience with APIs, SaaS integrations and reporting/analytics.

·       Familiarity with cloud platforms (AWS, Azure), CDN technologies, and video streaming protocols is a plus.

·       Strong solution consulting skills: ability to translate customer business needs into technical workflows.

·       Experience managing enterprise customers with complex technical requirements.

Base salary $115,000 - $130,000

The perks:

1. Hybrid, flexible work environment   
2. Zero employee premium health plan, effective from day 1, plus dental and vision benefits  
3. FSA and 401K with company match  
4. Mobile plan and home internet reimbursement   
5. Personal and professional development programs  
6. Occasional Cross company long weekends   
7. An Equal Employment Opportunity Employer and an E-Verify participant