Senior Deployment & Implementation Specialist

This role focuses on implementation of the iconik platform. The ideal candidate will possess a deep understanding of media management best practices, as well as a passion for training and supporting users. The objectives of this position are to ensure Administrators of the platform have a firm understanding of workflow options, best practices, and key decisions to make during their deployment and beyond. The implementation specialist should have a firm understanding of post-production workflows from ingest to delivery. 

Responsibilities:

Customer Support & Training:

• Gather requirements from customers to understand goals, deadlines, and measures of success in their iconik usage.
• Identify areas of focus for training/consultation sessions
• Work with consultants and engineers to develop and evolve training programs
• Create training materials, including user guides, video tutorials, and FAQs.
• Provide ongoing support to users, addressing questions and troubleshooting issues as they arise.
• Work with internal support teams to identify the root cause of technical issues and present solutions to customers. 
• Collaborate with engineers to triage and resolve issues for customers leveraging our API
• Identify customer workflow bottlenecks and advise on alternate solutions
• Provide platform guidance and support through the entire deployment and implementation process for our customera

Resource Administration and Maintenance:

• Contribute to resource planning, creation and improvement, including training videos & documentation. 
• Maintain records of customer interactions, deployment strategies, progress, and support tickets
• Work with Customer Success to identify areas of product expansion
• Gather feedback from users to continuously improve training materials and user experience.

Qualifications:

Required:

• 5+ years of experience in media asset management, digital media workflows, or a related field.
• Proficient understanding of the Iconik platform or similar media asset management systems.
• Strong knowledge of video and audio formats, codecs, and related technologies.
• Excellent presentation and communication skills, with the ability to convey complex concepts to non-technical users.
• Ability to manage multiple projects simultaneously and meet deadlines.