Technical CSM for a leading SaaS provider specializing in OTT/streaming apps, managed complex, cross-functional projects encompassing client onboarding, app launches, platform integrations, and feature rollouts. Successfully bridged client strategy, technical development, and support functions to ensure timely delivery and client satisfaction for major media partners.
Technical CSM - Project Manager
Key Skills & Responsibilities
Case Studies
Streamlining Development Visibility
Challenge: A key media client and internal teams used different systems (Jira/Monday) with distinct workflows and status terminology for tracking related work. This caused manual data transfer, silos, and friction, while forcing tool alignment wasn’t practical for team efficiency.
Solution: Instead of forcing conformity, I architected a custom two-way sync featuring smart data translation. The integration intelligently mapped disparate status labels and priority calculations between Jira and Monday, allowing both teams to work optimally within their preferred environment while sharing accurate, real-time data automatically.
Outcome: This user-centric integration maintained team productivity by respecting existing workflows, while providing seamless visibility. It eliminated manual errors, improved reporting accuracy, and established a flexible core ready to integrate with additional tools (e.g., Slack, GitHub) as the client’s tech stack evolved.
Zero-Downtime Platform Migration & Launch
Challenge: Migrate a major streaming service from a competitor platform and simultaneously launch completely redesigned apps across all major devices. Success required ensuring seamless integration with their existing third-party backend CMS and video catalog, managing numerous variables, and executing the transition with zero user downtime.
Solution: As lead PM/CSM, I navigated the intricate technical and logistical coordination. This involved defining precise integration points with the backend, facilitating extensive cross-team planning (Client, Internal Dev, Product, Design), managing dependencies, rigorous multi-platform testing cycles, and executing a carefully sequenced rollout designed specifically for zero downtime.
Outcome: Achieved a seamless transition with zero user disruption, successfully launching improved, redesigned apps across all target platforms that were fully integrated with the critical Comcast backend infrastructure from day one, setting a stable foundation for future platform growth.
Client Retention & Strategic Upsell
Challenge: Inherited a major awards show client relationship on the brink of cancellation following difficult prior seasons (before I joined the account). The immediate priority was to demonstrate stability, rebuild trust, and deliver exceptional value during their upcoming crucial event cycle.
Solution: As the new primary CSM/Project Manager, I provided dedicated, proactive support and strategic guidance throughout their subsequent awards season, ensuring flawless platform performance and execution. Concurrently, I identified inefficiencies related to their separate web/voting platform workflow and presented a compelling case for migrating this onto our core platform for better integration – a strategic upsell.
Outcome: Successfully retained the high-profile client through flawless support during their key event schedule, resulting in a contract renewal. Additionally, secured significant expansion revenue via a strategic upsell, ultimately strengthening the client relationship by providing a more integrated solution.