Technical Account Manager (Remote)

About Frequency:

Frequency is a software company based in Los Angeles. We build and operate Frequency Studio, a cloud based video platform for the creation, distribution and monetization of virtual linear channels. Studio delivers channels to over 350 million connected TVs via the world’s leading Free Ad Supported TV (FAST) platforms.

Frequency is the fastest growing linear streaming platform in OTT. With hundreds of content providers in our network, Frequency creates innovative software that is defining the future of TV. We empower our customers to create content experiences that inspire, educate, and entertain audiences all over the world.

About The Role:

Frequency is seeking a talented, self-motivated Technical Account Manager to act in a customer service role as part of our growing operations team. The Technical Account Manager oversees and manages all ongoing aspects of the customer relationship from a technical and operational standpoint, participating in the ongoing maintenance of all customer facing products, including data quality consistency, issue resolution, and routine check-ins with other Frequency team members.

The Technical Account Manager will also be responsible for the technical aspects of customer onboarding, working with customers’ engineering, customer readiness, and customer services teams. The role is a remote position that reports to the Vice President of Operations.

Primary Responsibilities:

• Manage operational relationship with customers, including scheduling regular meetings, service requests, providing feedback to ensure all products purchased meet and exceed customer expectations
• Serve as technical subject matter expert on all aspects of operations and collaborate on defining new requirements for larger scale customer onboarding across the customer development, product, and customer readiness teams
• Onboard first party content creators, third party content aggregators, and multi-channel network content providers for Video On Demand (VOD) and Over-The-Top (OTT) in Frequency’s Studio Platform
• Create and maintain reasonable project plans and schedules to manage customer expectations (both service and content provider)
• Track and communicate any new product features and services with customers, proactively identifying opportunities to upsell technical solutions
• Act as liaison between content providers, service providers, and internal stakeholders for project success
• Track and report required project deliverables using appropriate tools
• Escalate and document any technical feature gaps, feed health status, questions, concerns, raise as necessary within the core operations team to identify and implement process improvements
• Create and maintain team documentation
• Assist with product and services training

Basic Qualifications:

• Minimum 3-5 years experience working in a similar role at a technical service provider or platform, ideally a SaaS company, i.e. consulting, professional services or other technical field support
• Hands-on knowledge of content-delivery standards such as MRSS, JSON, SFTP, etc.,
• Hands-on knowledge of Internet technologies, including HTTP/S protocols and use of protocol analyzers
• Ability to effectively generate project success within diverse and cross-functional groups, managing schedules and priorities
• Strong problem solving and analytical skills, including qualitative and quantitative
• Ability to accommodate and adapt to change

Preferred Qualifications:

• Knowledge and experience of project management techniques and tools
• Experience with OTT content operations
• Experience with JIRA
• Experience with support ticketing platforms such as Zendesk or Freshdesk
• Understanding of digital ad serving technology such as demand and supply side platforms, ad decisioning, SSAI, and VAST

What We Offer:

Frequency provides highly competitive compensation and the best benefits of any company our size. These include medical, dental and vision health insurance, an “unlimited vacation” policy, matching 401(k) plan, and remote working with optional paid co-working space for those who want to get out of the house.

We are a unique company in the fastest growing part of the online video industry. You will get to work with an exceptional team, in an environment that highly values innovation. We want you to do your best work with us and to be part of an inspiring team who are defining the future of TV.

Frequency is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.