As a Creative Support Specialist – Enterprise, you will be a critical part of the team dedicated to empowering our most strategic clients. You’ll provide expert technical support, guidance, and creative solutions to help Enterprise users maximize their success with our cutting-edge AI tools. This role requires a blend of technical acumen, client-facing experience, and a passion for creative technology. You will work closely with sales, success, product, and engineering teams to ensure a seamless and world-class experience for our Enterprise customers.
What you’ll do
- Provide exceptional technical support and guidance to Enterprise clients, ensuring timely and effective resolution of complex product inquiries.
- Collaborate closely with our sales and success teams to understand client needs, proactively identify potential issues, and deliver tailored solutions.
- Develop and maintain a deep understanding of Runway’s product suite, staying up-to-date with new features and best practices to better assist clients.
- Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and customer-facing documentation to empower self-service.
- Act as a client advocate, escalating critical issues to engineering and product teams and ensuring clear communication throughout the resolution process.
- Identify trends in customer feedback and product usage, providing valuable insights to cross-functional teams for continuous product improvement.
- Participate in on-call rotations to provide 24/7 support for critical Enterprise issues.
Who you are
- 5+ years of experience in a technical support, solutions engineering, or similar client-facing role, preferably supporting Enterprise clients.
- Strong understanding of AI/ML concepts and their application in creative workflows (e.g., video editing, motion graphics, graphic design).
- Demonstrated ability to troubleshoot complex technical issues, with excellent analytical and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to articulate technical information clearly and concisely to both technical and non-technical audiences.
- Experience working with large enterprise accounts and navigating complex organizational structures.
- Proficiency with support tools and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment.
- Experience with scripting or basic programming (e.g., Python, JavaScript) is a plus.
- Familiarity with cloud platforms (e.g., AWS, GCP, Azure) is a plus.
