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Meet the…customer success manager

From not understanding the broadcast world when he first joined, to working on a World Cup and Super Bowl, Flowics' Carlos Martinez explains why he loves being part of the media tech industry

Carlos Martinez, customer success manager, Flowics
Talk us through an average day in your role

As customer success manager of the EMEA and APAC regions, my days can be very active and diverse. Flowics is a global organisation with clients all over the world – personally, I have clients in around 10 different countries, and my main role is to help them get the most out of the Flowics Graphics platform. On any given day, I can be involved in setting up a cycling tour, an e-game tournament, and a Spanish La Liga football match.

Currently, there are many events that require consuming data in real-time. As a CSM I also help clients to create their graphics packages and enable them to be self-sufficient. The idea is that they won’t have to depend on an engineering team to create graphics that include real-time data from external providers.

Also, something that I really like about Flowics is that we are always improving the product or developing new tools, so if I am not giving a hand to a client, supporting my sales colleagues with presales stuff or taking part in support team activities, I use that time to test the new features and catch up with what the development team has to offer.

How did you get started in the media industry?

As soon as I finished my degree as an electronics engineer, I started looking for work in different fields. At that time, broadcasters were looking for young engineers who could help with the digital transition, and I was fortunate to enter one of the largest stations in Mexico. It helped me a lot in my career that I was one of the first to receive training for non-linear editing systems and graphics equipment with centralised databases. Even though I did not understand the broadcast world in its entirety, I understood new technologies better than most.

What training did you have before entering the industry?

Before entering the industry, I acquired all my knowledge in school. I had a specialisation in telecommunications that helped me to better understand the new systems. But other than that, all the training I received was in the station, supported by some vendor courses, some wonderful colleagues, and a lot of practice.

Why do you enjoy working in the industry?

I have been working in the industry for 17 years, many of them focused on the sports area. Since I started, I have had the opportunity to participate in major events, such as the World Cup, the Olympics, and a Super Bowl.

But beyond all that, I really like that this is an industry that moves with technology. For example, speaking of editing, I saw the transition from Betacams to NLE Systems. And when we talk about CG, which later became my specialty, I was there to see the transition from SD to HD graphics. And now, with Flowics Graphics, it’s amazing how much HTML5 graphics have to offer. There is always something to learn, and I love that.

What piece of advice would you offer someone looking to explore a role similar to yours?

It seems to me that many people think it is very complicated to be part of this industry, especially in Latin America. I would tell them not to be afraid, to try it, because with all the options out there and the growing demand for content, there are more and more opportunities.

Also, they should always be willing to listen and learn from others. And if you can teach someone else in any way, then return the favour. That is the best way to grow in this industry.