Can you talk us through an average day in your role?
One of the first things I do in the morning is check the regions to see if everything is in place and if there’s anything urgent that I need to take care of. Following this, I’ll drive to the office to meet and engage with the team and to discuss if there are any challenges in their daily work we need to solve together. We run many projects in parallel, so we check their status to make sure everything runs smoothly and to ensure the team knows the next steps.
I also make an effort to set aside a few hours each week to consider how our group can improve and identify the next big thing. Currently, I am focusing on AI as a way to elevate the customer experience to the next level.
Our LiveU customer success global teams provide 24/7/365 support. To enable a first-class service the company adopted a ‘follow the sun’ model, so we can assist our customers round the clock. This helps local agents build a rapport with local customers and reduces response times. Employee collaboration is also stronger because support teams work the same hours as everyone else in the office. Customer requests that come in during the night are picked up by the team in another region. Wherever the sun is up, LiveU agents are assisting global customers 24/7.
How did you get started in the media industry?
My career began in 2000, when I joined high-tech HP print company Indigo as a software developer. In 2008, I moved from the 2D print world to the 3D video world accepting a QA director position at Imagine Communications. Then in 2013, I joined the LiveU family working in the R&D department. I managed the global QA team and after eight years, in 2021, I was promoted to VP customer success.
During my time in R&D, I was very proud of the solutions LiveU developed. I always liked being a step ahead of the technology and inventing new things.
I worked closely with leading tier one broadcasters to identify their needs and deliver solutions to make their operations more efficient. For example, a few years ago, we helped one of the major networks transition away from satellite and fibre with LiveU Matrix, which allowed the customer to handle contribution and delivery of live content to its 200+ affiliates and seven global news bureaus. This capability to adapt and evolve technology for customers is one of LiveU’s key differentiators and it’s embedded in our core. Fast forward to today, we just announced a tailor-made remote production and IP workflow for Tabcorp – Sky Racing in Australia. Our solutions have enabled it to reduce costs by almost 80 per cent by removing the whole satellite process.
In my role now, I’m looking closely from the customer perspective. When I see a customer using our products, I really understand what they need and the features they request. It touches me, I’m emotionally involved in seeing how we can do better for them. And, because my role is both inbound and outbound I have a view of the bigger picture, which is amazing.
What training did you have before entering the industry?
I have a BA in computer science – systems and applications. I took courses and used many editing applications and platforms. My love for video technology started at a very young age, I began editing films when I was very little from the age of ten or twelve. Even then I really liked the video world and compression.
Why do you enjoy working in the industry?
It’s not only the industry I enjoy, but also LiveU; it’s a family, it’s home. From an industry perspective, I really like that we see the results of what we do every day. LiveU’s everywhere and we see how the lives of our customers are changed. Not everyone works in a place where they can see results so quickly.
LiveU just hosted ‘Parents’ Day’ where we invited our parents and other family members to the office. Our CEO Samuel gave a talk, and they had a demo of the technology in a relatable way. We all have so much pride when we see the LiveU logo at big news or sports events around the world. My parents were really excited, it makes us feel proud to know our families are a part of it too.
I’m lucky to have a combination of working with people I love and appreciate, the team, the company, and the industry.
What piece of advice would you offer someone looking to explore a role similar to yours?
Not to expect quick changes. You need to be in a role for a while to start seeing impact both internally and externally. Coming into a new role where you’re working with customers to give the best service is a state of mind change. It takes time for colleagues and the management to understand your direction and process. Don’t expect immediate results, it’s not a one-person effort, it’s a team effort. I wouldn’t do it without them, the team is the key to everything.
