Avid has promoted Kathy-Anne “KAM” McManus to the newly created role of chief customer experience officer (CCXO), responsible for ensuring that all functions across Avid can collectively deliver the best possible satisfaction and value for all types of customers.
McManus has focused on re-engineering the company’s solutioning, services and customer care operations since joining last year as SVP, Global Customer Solutions & Services. In her expanded role, McManus will lead ideation, design and implementation of new programs, processes and systems.
“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,” states Avid CEO and president Jeff Rosica. “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.”
KAM adds, “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.”
McManus has more than 25 years of experience in serving, 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. She has also held senior leadership roles in the services and support organizations of several media technology providers, including Adobe, Amdocs, Ericsson, and telecommunications operator Telstra.