Avid appoints Kathy-Anne McManus as chief customer experience officer

In the new executive role, McManus' role will expand the company's focus on customer success and ensure exceptional experiences for every Avid customer and user.

Building on its continued commitment to increasing customer success across its service organization, Avid It now aims to optimize each point of contact with customers. In the newly created customer experience management (CCXO), which will report to the CEO, Kathy-Anne “KAM” McManus You will ensure that all Avid functions can collectively deliver the greatest possible satisfaction and value to all types of customers, including creative people, production teams and media companies in every interaction throughout their journey with Avid.

McManus ha rediseñado las operaciones de soluciones, servicios y atención al cliente de Avid desde que se unió el año pasado como SVP, Global Customer Solutions & Services, impulsando la capacidad de la compañía para proporcionar un apoyo excepcional a su base de clientes globales, y dando un mejor soporte a su base de suscriptores de rápido crecimiento y al aumento de las soluciones cloud y SaaS de Avid. En su función ampliada, McManus dirigirá el diseño y la implementación de nuevos programas, procesos y sistemas para que cada función de Avid pueda contribuir plenamente a ofrecer la mejor experiencia general al cliente.

Jeff Rosica, CEO of Avid, comments that "Avid's culture is deeply rooted in listening closely to our customers and offering real solutions to their real problems. Our comprehensive strategy for customer success is a direct result of the close connection we enjoy with the video and audio creators who entertain, educate and illuminate the world."

"With KAM's unmatched media technology expertise, combined with his passion for customer satisfaction, he is the perfect person to help drive customer experience at Avid through CCXO's new executive role. Given his leadership and emphasis on improving the approach to customer experience 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 organization and participating in our global user community," she adds.

Kathy-Anne McManus said, "Avid is dramatically innovating everything we do to delight our customers by allowing them to be more creative with their content and be more successful in their business. We are extending our customer-centric mindset to all types of engagements, whether a music student downloading and subscribing to Pro Tools in the Avid Store for the first time, or a mass media company with a global footprint of Avid products deployed that is now transitioning to “Every touchpoint can inspire our customers and repeatedly affirm that they have made the right decision with Avid.”

McManus has more than 25 years of experience serving, supporting and educating media technology users. Before rejoining Avid in January 2019, she had served as the company's VP of global professional services and director of Asia-Pacific services. Previously he had held different positions of responsibility in other companies such as Adobe, Amdocs and Ericsson, as well as the telecommunications operator Telstra.