Kathy-Anne McManus Named Avid Chief Customer Experience Officer
Avid is expanding its total customer success strategy with the newly created role of chief customer experience officer (CCXO) reporting to the CEO. Today it appointed Kathy-Anne “KAM” McManus to ensure that all functions across Avid can “collectively deliver the greatest possible satisfaction and value for all types of customers including creative individuals, production teams and media enterprises in every interaction throughout their journey with Avid.”
McManus re-engineered 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 global support to its fast-growing subscriber base and aid the ramp up of Avid’s cloud and SaaS solutions.
In her expanded role, McManus will lead ideation, design and implementation of new programs, processes and systems so that every Avid function can contribute fully to deliver the best overall customer experience.
Jeff Rosica, Avid CEO-president, said: “Avid’s culture is deeply rooted in listening very intently to our customers and delivering real solutions for their real problems. Our comprehensive strategy for customer success is a direct result of the close bond we proudly enjoy with the video and audio creators who entertain, educate and enlighten the world.
“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 through the new CCXO executive role. 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 organization and participating in our global user community.”
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 in the services and support organizations of several media technology providers including Adobe, Amdocs and Ericsson as well as telecommunications operator Telstra.