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Industrial Color Client Solution Lead- globaledit NY in New York, New York

globaledit®, a division of CoCreativ, is looking for a passionate Customer Solution Lead to join our Client Solution Team. We are the leading provider of a powerful SaaS platform that optimizes and accelerates creative production. CoCreativ is a family of integrated creative production companies based in New York City and Los Angeles with a well-established client base. Our Clients include leading fashion brands, retailers, and entertainment companies – including Morphe Cosmetics, L.L. Bean, Showtime, and NBC.

This key position serves to build and maintain strategic relationships with our customers. You will serve as the first line of contact with our clients interacting daily to problem solve, trouble shoot and support their use of globaledit. The right candidate is devoted to customer happiness, is team-oriented and passionate about building a great company and a great product. This candidate has experience in digital photography, asset management, software support and creative production workflow.

RESPONSIBILITIES

  • Act as the liaison between customer issues and the internal teams to prioritize issues, elicit feedback, and identify how we can constantly improve our product and the customer experience

  • Increase the value of the platform to customers through gaining a deep understanding of customers business strategy and workflow objectives

  • Understand how clients are using our product to determine what features and services are the most/least valuable to their businesses and identify areas for improvement in the customer experience, including product feature adoption, use cases adoption and workflow optimization

  • Be expertly knowledgeable within the platform; understanding all features, workflow recommendations and, create and understand workarounds

  • Manage client support ticketing system, Zendesk; optimize the functionality of the tool, expand how the business uses the system and deliver metrics to support all findings

  • Partner with the Director, Digital Experience to implement a system to track and report metrics and data analytics of client issues, response times, resources and the holistic view of our client solutions department

  • Conduct client demos and trainings; lead process improvements with Account Management and Sales

  • Manage and partner with cross functional teams on knowledge base documentation

  • Provide client “production support services” for a specific subset of clients; work closely with our Client Solutions Lead to manage client hard drives, upload assets and send out approval galleries

  • Continuously evaluate the approach to client solutions; find opportunities to improve processes, provide documentation and create resource materials for the company and clients

  • Work closely with Sales, Account Management and DX for new client onboarding; help with demos, training and workflow insights

Requirements

  • Strong technical savviness and know-how

  • Personable, reliable and highly organized

  • Excellent verbal and written communication skills

  • Proactive with great follow-through skills

  • High energy to grow and learn in a fast-growing company

  • Digital Asset Management

DESIRABLE:

  • Experience supporting SaaS software platforms

  • Experience with Zendesk, WalkMe, CaptureOne, Adobe Photoshop and Bridge

  • Usage of project management & reporting systems; Proofhub, Jira, Confluence

  • Familiarity with Mac and PC OS

  • Industry experience in media, video, photography production (studio & on-set), workflow desirable

  • Passion for photography/video a plus

  • Exposure to taxonomy and metadata design & implementation

Benefits

We offer a competitive benefits package including major medical, dental and vision insurance, FSA, HSA, commuter benefits, and employee discounts as well as PTO, summer Fridays and regular office events to celebrate our teams. Beautiful workspace which includes two patio decks and open gallery space.

gloabedit is a division of CoCreativ, a family of integrated creative production companies. We partner with top brands, agencies, and creative professionals providing a full range of essential production services. For over 29 years, we've led the industry through a culture of innovation, bringing state-of-the-art digital production and post-production solutions to our clients.

Our headquarters is based in Tribeca, NY, with offices in Los Angeles and studios in Williamsburg (Brooklyn). Some of our clients: Publicis, McCann Worldgroup, BBDO, Procter & Gamble, Wieden & Kennedy, Tommy Hilfiger, Absolut Vodka, Nike, Grey Worldwide, J. Walter Thompson, L’Oreal, Vogue, GQ, and W Magazine.

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