Video Implementation Manager

Description:

Serve as the primary technical resource for video solution implementation and onboarding. Act as subject matter expert for escalated operational video support and technical inquiries, ensuring efficient issue resolution and service continuity. Lead and assist with onboarding efforts, including consulting on system configuration, equipment setup, and account creation within Monitoring and Video Management platforms. Partner closely with the Onboarding team to ensure long-term knowledge transfer, documentation, and support readiness. Act as a Subject Matter Expert on sales calls when needed to support solution design and technical validation. Define, document, and continuously refine end-to-end Video Monitoring processes across the customer lifecycle. Identify process improvements using technology to streamline and improve the overall customer onboarding experience. Collaborate with Video Technology leadership to review performance, identify gaps, and address issues or opportunities.

Requirements:

3+years of experience in an IT, technical support, or helpdesk environment Familiarity with IP CCTV / Video systems (installation, configuration, or support experience strongly preferred) Working knowledge of WANs, LANs, and Internet Protocols Experience using a service ticketing or case management system Demonstrated ability to work cross-functionally with Sales, Operations, and Technical teams Strong initiative and ability to work independently with minimal supervision Process-oriented mindset with the ability to document workflows and procedures Comfortable interacting with partners during onboarding, implementation, and ongoing support phases