We are searching for a highly motivated professional with client facing and training experience to join our Onboarding team! We are looking for someone who is enthusiastic for Customer Success and Customer Experience and has a deep love of working with customers to make them successful. This person must be able to self-manage in highly visible role within the organization requiring a combination of technical and interpersonal skills to be successful.
**Responsibilities**:
- Serve as a trusted advisor to our customers during onboarding phase
- Train customers and host hands-on workshops for customers on all products/features
- Provide customers with best practices, use cases and other examples for them to use as guidance while adopting our products.
- Identify ways our customers can improve their day-to-day workflow for video publishing with our products
- Serve as a customer advocate, conveying customer requirements, submitting feature requests, and other feedback to Product Management and Executive Leadership when necessary
- Provide recommendations to customers for additional product features or other technology partners within the Brightcove ecosystem, as required
- Maintains a professional and courteous manner with customers
- Respond to customers in a timely and attentive manner
- Present on customer lessons learned from engagements to help improve Onboarding process
- Set a path to success for all customers
- Act as primary point of contact, addressing product functionality questions and identifying basic problem resolution and escalating more complex problems for resolution, to other internal resources/management, as required
- Monitor and track progress of key implementation milestones, timelines and risks with frequent customer status video calls




- Maintain and update weekly project status and customer notes for each Onboarding engagement within Gainsight CRM system
**Qualifications/Experience**
- 2+ years experience in a customer-facing or customer service role
- Proven ability to manage several onboarding projects to successful completion, ability pivot from one task to another and work within tight deadlines
- Demonstrated experience with SaaS software and technologies (HTML, CSS, JavaScript, in-browser debugging, etc.)
- Functional proficiency with the Salesforce and Gainsight platforms
- Bachelor Degree or equivalent in Digital Media, Computer Science, Engineering or related field
- Highly motivated professional with experience working in a customer facing role
- Great at solving problems and critical thinker
- Highly enthusiastic and strong passion to work with customers to make them successful
- Able to work independently and as a part of a integral team
**About Brightcove**
Brightcove is a team of smart, passionate people who are revolutionizing the way organizations deliver video. We're hyped up about storytelling, and about helping people connect, share experiences, and view the world. Bottom line: video is the world's most compelling, exciting medium, and Brightcove exists to demonstrate that video means business.
As the industry leader in this space, we empower our customers to deliver top-notch video experiences to audiences on every screen in bold and innovative ways.



When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. Creativity thrives. Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and passions and we have built a culture that values individual empowerment, excellence and collaboration. This culture enables us to develop technologies once thought impossible, provide customer support without parallel or excuses, and leverage the expertise and resources of a global infrastructure. We take our video seriously, and we take great pride in doing it as one team.
**Working at Brightcove**
As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company's success. We offer competitive benefits and compensation packages.
We offer Remote, Hybrid, and Onsite work arrangements to work in our brand new Guadalajara office located in Puerta de Hierro, part of the metropolitan area of Guadalajara. The office has an open yet focused working space layout and employees enjoy access to stocked kitchens with daily catered lunches and social activities that celebrate a variety of personal interests. We have plenty of opportunities to meet your colleagues around the globe and we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of

📌 Onboarding Engagement Manager (Guadalajara)
🏢 Brightcove
📍 Guadalajara