Senior Manager – Customer Success & Presales

undefined ago • 10 Years + • Customer Service

Job Summary

Job Description

Qube Cinema is seeking a Senior Manager – Customer Success & Presales in Mumbai, India. This role involves leading customer success and presales for key enterprise broadcast accounts in Western India. The ideal candidate will have a strong technical background in broadcast IT, an analytical mindset, and a proactive approach to managing customer satisfaction, technical escalations, and solution-oriented presales engagements. Responsibilities include maintaining high customer satisfaction, leading a regional support team, and collaborating with sales on technical presentations and solution design. The role requires a deep understanding of broadcast and post-production workflows and a passion for enabling customer success.
Must have:
  • Own and maintain high levels of customer satisfaction across key enterprise accounts in the Western region
  • Serve as the primary escalation point for critical issues, lead resolution efforts with internal teams and OEM partners
  • Proactively track support cases, SLAs, and Root Cause Analyses (RCAs), ensure timely closures and communication
  • Maintain detailed and updated system configuration and support contract records across all customer accounts
  • Foster strong relationships with customer stakeholders, including technical heads and senior management
  • Lead the regional customer support team with a focus on discipline, accountability, and high-performance culture
  • Coordinate daily operations, ensuring prompt resolution of issues and effective team collaboration
  • Support cross-regional team efforts, especially during crisis situations or high-priority escalations
  • Provide hands-on technical leadership during critical issues, including on-site support if required
  • Collaborate with the sales team to support presales activities by delivering technical presentations and solution briefings
  • Engage with clients to understand their workflows, challenges, and requirements, and propose optimal media solutions
  • Review and contribute to Scope of Work (SOW), Bill of Materials (BOM), and solution architecture documentation
  • Participate in solution design, installations, configurations, and project handovers
  • Drive continual learning within the team and stay updated on emerging technologies in broadcast and digital media
  • Recommend tools, workflows, or processes to improve customer experience and operational efficiency
  • Monitor and manage warranty/support renewals and proactively follow up on new and existing contracts
  • Bachelor's degree in Electronics, Electronics & Telecommunications, Computer Science, or equivalent
  • Minimum 10 years in broadcast IT technical support, project execution, or customer success in the media tech domain
  • Proven managerial experience
  • Strong knowledge of broadcast and post-production environments
  • Understanding AV standards, codecs, resolutions, formats, and streaming protocols
  • Good grasp of IT & Network fundamentals: topology, video/audio signal flow, video compression, and transmission
  • Excellent verbal and written communication in English
  • Strong interpersonal skills, problem-solving mindset
  • Ability to engage with Leadership members and OEMs
  • Must be self-motivated, independent, and committed to customer success
Good to have:
  • Knowledge of at least one local Indian language
  • Certifications in Cloud Computing
  • Certifications in Virtualization
  • Certifications in Networking
  • Certifications in IT Security
  • Certifications in Linux Administration
  • Certifications in MS SQL
  • Certifications in Remote Production
  • Certifications in basic software development
Perks:
  • Flexible working
  • Development opportunities (substantiate allowance to foster learning)
  • Exciting work and complex challenges
  • Non-conventional workplace (choose work style: regular, in-office, or remotely)
  • Diverse team and talent (inclusion, various backgrounds, cultures, and experiences)

Job Details

We are seeking a Senior Manager – Customer Success & Presales to lead our customer success initiatives and presales activities for key enterprise broadcast accounts in the Western region of India, based out of Mumbai. This role demands a strong technical background in broadcast IT, an analytical mindset, and a proactive approach to managing customer satisfaction, technical escalations, and solution-oriented presales engagements.

The ideal candidate will have a deep understanding of broadcast and post-production workflows, the ability to manage teams, and a passion for enabling customer success through reliable technology deployment and support.

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Key Responsibilities:

Customer Success & Account Management

  • Own and maintain high levels of customer satisfaction across key enterprise accounts in the Western region.
  • Serve as the primary escalation point for critical issues, lead resolution efforts with internal teams and OEM partners.
  • Proactively track support cases, SLAs, and Root Cause Analyses (RCAs), ensure timely closures and communication.
  • Maintain detailed and updated system configuration and support contract records across all customer accounts.
  • Foster strong relationships with customer stakeholders, including technical heads and senior management.

Team Leadership & Operational Oversight

  • Lead the regional customer support team with a focus on discipline, accountability, and high-performance culture.
  • Coordinate daily operations, ensuring prompt resolution of issues and effective team collaboration.
  • Support cross-regional team efforts, especially during crisis situations or high-priority escalations.
  • Provide hands-on technical leadership during critical issues, including on-site support if required.

Presales & Technical Consultation

  • Collaborate with the sales team to support presales activities by delivering technical presentations and solution briefings.
  • Engage with clients to understand their workflows, challenges, and requirements, and propose optimal media solutions.
  • Review and contribute to Scope of Work (SOW), Bill of Materials (BOM), and solution architecture documentation.
  • Participate in solution design, installations, configurations, and project handovers.

Process Improvement & Learning

  • Drive continual learning within the team and stay updated on emerging technologies in broadcast and digital media.
  • Recommend tools, workflows, or processes to improve customer experience and operational efficiency.
  • Monitor and manage warranty/support renewals and proactively follow up on new and existing contracts.

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Desired Skills & Qualifications:

  • Educational Background:

Bachelor's degree in Electronics, Electronics & Telecommunications, Computer Science, or equivalent.

Relevant industry experience may be considered in lieu of formal education.

  • Experience:

Minimum 10 years in broadcast IT technical support, project execution, or customer success in the media tech domain, with proven managerial experience.

  • Technical Proficiency:
  • Strong knowledge of broadcast and post-production environments:

Collaborative newsroom workflows, SAN/NAS storage, RAID technologies, products & solutions for video editing, audio dubbing, QC, graphics, playout, automation, MAM, and digital delivery.

  • Understanding AV standards, codecs, resolutions, formats, and streaming protocols.
  • Good grasp of IT & Network fundamentals: topology, video/audio signal flow, video compression, and transmission.
  • Certifications (Preferred but not mandatory):

Cloud Computing, Virtualization, Networking, IT Security, Linux Administration, MS SQL, Remote Production, or basic software development.

  • Soft Skills:
  • Excellent verbal and written communication in English; knowledge of at least one local Indian language preferred.
  • Strong interpersonal skills, problem-solving mindset, and ability to engage with Leadership members and OEMs.
  • Must be self-motivated, independent, and committed to customer success.

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Why Join Us:

At Real Image, we are at the forefront of broadcast and media technology. You will work with some of the largest enterprise clients in the industry, support cutting-edge workflows, and help shape the future of media delivery. If you are passionate about technology, team leadership, and driving customer excellence — we want to hear from you.

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About The Company

At Qube Cinema, technology and innovation are at our core. Our purpose is to bring to life every story - to engage, entertain and enlighten the world. As a company with a passion for cinema, we are committed to creating a seamless world of digital cinema with innovative, robust, reliable, and cost-effective products and constantly evolving to cater to the needs of the global cinema business.

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