Service Support & Technical Account Manager

Samsung Electronics America; London; Hybrid; GBP 40,000 - 80,000

Job description

Position Summary

Why join our team?

The Business Development Team sits within the broader European Service Business Office (ESBO) Team and holds accountability of three key areas:

• Discovering, assessing, and acquiring new possibilities in the digital media sector. The goal is to build expandable services and enterprises using Samsung Smart TVs' extensive global audience!
• Key partner management, developing our existing partner relationships through mutual strategic alignment, observing service and financial performance and driving revenue on our existing platform whilst also integrating new services.
• Management of partner technical support requirements in association with our internal engineering teams, but also supporting new business and partner management engagement with co-ordination.

Role and Responsibilities

Your key responsibilities

• Work closely with other ESBO team functions including Partner Management, Partner Development and Product Management to lead and support the technical development and certification of Smart TV Tizen applications.
• Support the implementation and integration of selected Content Partners into Samsung Owned and Controlled services, including the ‘Universal Guide’ discovery product and ‘Samsung Checkout’ billing solutions.
• Collaborate with the Service Business and Technical support teams in Samsung Suwon Office, Poland and India.
• Implement and lead Samsung’s Smart TV application policy for content partners ensuring the appropriate technical support is provided and standard platform contract terms are adhered to by the platforms content partners.
• This position will have accountability for co-ordinating partner technical support as well as the co-ordination of the technical implementation of services for key European partners.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Experience with web application development (HTML, CSS, JS) and web application management.
• Understanding of streaming protocols and practices (ABR, HLS, DASH, MSE, EME).
• Experience with SDK, API and application package implementations and functions.
• High awareness of media encryption methods and requirements (TLS, DRM, AES-128/256).
• Strong experience with broadcasting operations and technical processes, encompassing both linear and VOD delivery pipelines and requirements.
• Understanding of media codecs, container and delivery formats.
• Experience with media data feed management and processing (JSON, .xml, .csv, xsd).
• Experience leading and implementing intricate, high-impact technical projects with cross-functional teams.
• Experience breaking down technical discussions into accessible terms for non-technical teams.
• Experience working on joint product development and technology integration initiatives.
• Strong understanding of digital media, advertising and consumer electronics landscapes.
• The ideal candidate will display proven track record to excel in problem solving, with a focus on prioritisation, critical thinking, and hypothesis development. They will also possess strong verbal and written communication skills, including consulting, presentation, and influence and will be confident speaking to technical and product details pertaining to partner integrations!

What does success look like?

Providing white-glove technical support for all ESBO led Content Partners that encourages and enables balanced, revenue generating commercial partnerships that improve our products.

Support and handle onboarding and integration for key CTV platform products and services, focusing on critical metrics and commercial contracting.

Daily and Weekly service support activities that work towards Departmental goals, achievements and targets, working with a proactive, problem solving mentality, driving technical support and integration activities through to completion.

The interview process

There will be two stages to the process, an interview conducted via a video call, with a second more informal face-to-face meeting.

Both interviews will be designed to test your knowledge and experience of the main responsibilities of the role and will give you a chance to describe your suitability. During the process we will also be looking at aspects such as your ability to cope with stress, multitasking and other skills needed for a high-spirited working environment.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week.
• Bonus scheme linked to individual, team and company performance.
• Pension contribution.
• Three volunteering days each year.
• Holiday - 25 days plus bank holidays and an additional day off for your birthday.
• Access to discounts on a wide range of Samsung products.
• Access to a discount shopping portal.

• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency.
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need.

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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