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.
Top Skills
What We Do
Backlight is a global media technology company that is dramatically improving every stage of the video and entertainment content lifecycle—from creation through monetization—with its award-winning, cloud-native SaaS products. Video-forward organizations partner with Backlight to solve their mission-critical business and operational challenges. Backlight’s product lines—iconik, cineSync, ftrack, celtx, Gem, Wildmoka, and Zype—provide secure and efficient media management, narrative design, production tracking, creative collaboration, OTT, monetization and hyper-distribution. Backlight launched in 2021 and is backed by $200M in funding from growth-equity partner PSG.
For more information visit backlight.co.
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