Implementation Specialist at Frame.io

| Greater NYC Area
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You've been there, used all the tools and worked on sets--and because of that, you know exactly what our customers need, too. Onboard, educate, train and problem solve for our new clientele, like only you know how. 


About Frame.io

Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world.

We’re backed by Accel, SignalFire, FirstMark, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re in an exciting period of growth and are on the hunt for talented and passionate individuals who share our vision for helping visual content creators produce their best work.


About the Role

This Implementation Specialist will join our growing Customer Success organization that educates, problem solves for, and builds trust with our Enterprise clientele across the video and creative industry.

As an Implementation Specialist, you will help manage Proof-of-Concept trials in the sales stage, onboard and train new Enterprise customers, and provide additional onboarding support for Camera to Cloud initiatives from the Innovation team.

We’re looking for an empathetic, curious, and technical thinker to help our creative clientele achieve their workflow goals. You will make a direct impact on our revenue growth, as well as a customer’s downstream success during a key part of their lifecycle.


Requirements

  • 2 to 5 years of relevant experience at a production house or studio working on set or in the media/technology space
  • Keen interest in SaaS technology and in developing cutting-edge post-production workflows
  • Customer facing experience (SaaS platform preferred but not required)
  • Excellent listening and communication skills (both written and verbal)
  • A strong sense of customer empathy and confidence in presentation settings
  • Ability to notice and retain details, think on your feet, problem solve, and articulate actionable items based on customer needs
  • Familiarity with: building and using advanced video signal flows, basic functionality of most commonly used professional cameras (ie. RED, ARRI, SONY, Canon, Panasonic, etc), remote networking (ie. setting up internet on the set)
  • Understanding of roles and responsibilities of crew members across types of productions (ie. cinema vs episodic vs corporate vs multi-cam, etc), as well as on-set protocols and etiquette
  • Enthusiasm and drive to work in a startup environment with low ego and high flexibility

Bonus Points if you have

  • Experience working with common post-production workflows and toolsets including tools like AVID, Adobe Suite, FCP, Resolve, Baselight, etc.
  • Unbounded curiosity -- you’re always asking 'why' and digging deeper, and you challenge yourself to learn new things every day
  • An entrepreneurial mindset, comfort with ambiguity and change in a fast-paced environment, and a passion for helping build Frame.io

Responsibilities

  • Own the most critical piece of the customer lifecycle -- the pre-sale to post-sale transition for new customers -- and create an exceptional world class experience for our Enterprise Customers across the Media & Entertainment, Agency, and Brand industries
  • Work collaboratively with both Mid-Market and Strategic sales teams to drive urgency during the deal cycle, increase contract value through user adoption, and provide peace of mind and education from a technical workflow standpoint
  • Provide white glove onboarding experiences for new Enterprise Customers to ensure they are set up for success
  • Provide information, training, and support for customers using Camera to Cloud
  • Represent and champion your customers’ needs within Frame.io and work to make sure those needs are met
  • Build product awareness and manage prospect/customer expectations as the Frame.io product evolves
  • Be the go-to resource for our clients as a source of objective industry insight

Benefits

  • Competitive salary and equity
  • Paid parental leave for primary or secondary caregivers
  • Unlimited PTO and designated Volunteering paid time off
  • Yearly stipend for learning and development
  • Medical, Dental, Vision Insurance and OneMedical membership
  • Flexible Spending Account
  • Monthly Work from Home Stipend 
  • 1 paid company-wide holiday for each month in the calendar year
  • All-company week-long winter and summer breaks

Our Philosophy

Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.

We're proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We based our employment decisions on the needs of our business, job requirements and applicants' qualifications. In other words, we only care that you're the best person for the job. 

#LI-RH1

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Technology we use

  • Engineering
    • JavascriptLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ReactLibraries
    • ReduxLibraries

Location

22 Cortlandt Street, New York, NY 10007

An Insider's view of Frame.io

What are some social events your company does?

Even with fun seasonal events, there are 2 recurring ones that stick out to me. We have a Meet the New Hires happy hour where new folks get to meet others from the company that otherwise they might not. The other is the monthly birthday celebration where we hang out, have some treats, and hype up that month's birthdays as they spin our prize wheel.

JP

HR Coordinator

What projects are you most excited about?

At Frame.io we’re re-imagining workflows and encountering unique problems all the time. I love tackling projects that at first feel like a completely tangled mess. Being heads-down on it for a while, then pulling back to see the full picture and going “Aha! This totally makes sense now.” I love that feeling!

Carolina

Sr. Product Designer

What makes someone successful on your team?

Organization, time management, and grit are three traits that make someone successful on the Business Development Team. Sales in general is definitely a rollercoaster ride and not every month is the same. As a BDR, staying even-keeled through both the good & tough times always leads to success!

Matt

Sr. Business Development Representative

How do you make yourself accessible to the rest of the team?

Being accessible requires self-awareness as a manager. I communicate consistently with my team that I’m available to help tackle issues remotely or in person. In the office, I sit in a visible area close to my team so that swinging by my desk to AMA feels casual. Ultimately, it’s about creating an environment where asking for help feels low stakes.

Rachael

Business Operations Director

What are Frame.io Perks + Benefits

Culture
Volunteer in local community
We offer 16 paid hours of Volunteer time each year to make sure that our employees feel empowered to volunteer wherever motivates them, and have a running list of opportunities to choose from.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a DE&I Core Team whose 10 members span across all our departments. This Core Team works on initiatives across the company to ensure we're working toward DE&I in every way possible.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Our Pet Insurance is through Nationwide, and there are options for 50%, 70%, or 90% reimbursement on eligible expenses
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Frame.io offers employees professional development opportunities like annual individual budgets for training, onsite training courses, and the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Working from home has had an impact on each of us in various different ways and we're all adapting to this new reality of working, while trying to get work done. Recharging and self-care are a critical part of doing our best work, so we've added a new holiday and coordinated time off schedule. We've added in company-wide winter and summer breaks, and in addition, if a month does not already include a holiday, we will have an "office closure" day so the entire company can take a day off together to recharge.

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