Avid has promoted Kathy-Anne “KAM” McManus to the newly-created role of chief customer experience officer.
McManus will report directly to the CEO, ensuring all functions across Avid are delivering the highest rate of satisfaction and value to its customers.
McManus re-jigged Avid’s solutioning, services and customer care operations since joining last year as SVP, global customer solutions and services, boosting the company’s ability to provide high-quality support to its customers and better support its subscriber base. In her expanded role, McManus will be responsible for ideation, design and implementation of new programmes, processes and systems.
McManus has more than 25 years of experience in servicing, supporting and educating media technology users. Prior to rejoining Avid in January 2019, she had served as the company’s VP of worldwide professional services and director of services for Asia Pacific. McManus has also held senior leadership roles at several media technology providers including Adobe, Amdocs and Ericsson as well as telecommunications operator Telstra.
Jeff Rosica, CEO and president of Avid, commented: “With KAM’s unsurpassed media technology expertise, combined with her passion for customer satisfaction, she is the perfect individual to help drive the customer experience at Avid. Given her leadership and emphasis on improving the customer experience focus across the company, I am confident that customers of all types will enjoy even better results and much more success using our solutions, engaging with our organisation and participating in our global user community.”
McManus said: “Avid is dramatically innovating everything we do to delight our customers by enabling them to become more creative with their content and more successful in their business. We’re extending our customer-centric mindset to every type of engagement –whether that’s a music student downloading and subscribing to Pro Tools on the Avid Store for the very first time, or a massive media company with a global footprint of deployed Avid products that is now transitioning to the cloud. Every touch-point can inspire our customers and repeatedly affirm they’ve made the right choice with Avid.”