NBC Universal Client Engagement Specialist in Universal City, California

Job Number 34439BR

Job Title Client Engagement Specialist

Business Segment Operations & Technical Services

Sub-Business Global Media Operations

Posting Category Digital Media

About Us NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

Career Level Experienced

Country United States

State/Province California

City Universal City

Responsibilities

The Client Engagement team serves as the first line of defense to any client inquiry or escalation. They are deeply embedded within the different client businesses and serve as the single point of contact for any GMO related initiatives or projects. This team is responsible for connecting the business to the appropriate teams within GMO and streamline the communication across different functional divisions. Additionally, gain deep knowledge on business context and background on the work that operations is doing to serve the business and share any best practices across different operational teams within GMO. In summary, the goal of this team is to establish strong partnership with the clients to reliably distribution NBCU content to their customers.

The Client Engagement Manger serves as the key point of contact for the business on behalf of GMO and is responsible for maintaining a strong and productive relationship. Additionally, the Client Engagement Manager is expected to address any urgent/critical issues and escalate to the appropriate team member for a speedy resolution. Lastly, identify patterns of delays/defect and proactively articulate it to the appropriate team and escalate to management as needed.

  • Maintain strong relationship between the Domestic and International clients across GMO’s operations and engineering teams

  • Develop a deep understanding of all manual and automated workflows within the digital supply chain in order to escalate issues to the proper teams

  • Maintain a centralized repository of all key communication to and from the clients including but not limited to email inquiry, touch base meeting and rejection/escalations.

  • Direct out of band requests to the appropriate internal or external resource

  • Identify patterns of requests/issues as they relate to domestic and international clients and suggestion possible resolution to reduce the reoccurrence of the request/issue

  • Drive change management and communicate any procedure or policy changes to the client base

  • Capture key customer relationship metrics and explain patterns and anomaly with the data

Qualifications/Requirements

  • Minimum 5 years experience in the technology or media industry, with a proven track record in successful project management with cross-functional teams demonstrating superb planning and organizational skills

  • Minimum 5 years experience in managing client relationship and maintain key relationship with the business

  • Minimum 5 years experience in a role demonstrating strong technical, quantitative, or analytical skills

  • Minimum 5 years experience in a role exhibiting excellent written and oral communications, effective interpersonal skills, and project management

Desired Characteristics

  • 5 years+ experience working with video distribution in a Film or TV Broadcast environment

  • Experience working with international clients

  • 5 years+ experience in enabling customer workflows and operations

  • Detail-oriented, clear thinking and adept at multi-tasking

  • Must be willing and able to work on any shift including, overnights, swing, or weekend as needed

  • Passion for new media distribution and keeping up to date with emerging platforms and the latest technology trends

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