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Sr. Director, Customer Success



Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Wednesday, May 8, 2024

About us-

Here at Quickplay we believe in transparency, fairness, and collaboration while we passionately work on some of the toughest use cases in OTT video; and are enthusiastic about massive scale and agility. If you get excited about building the future of OTT video, delivering exceptional customer experiences, and building high performing global teams--you have landed on the right opportunity as we seek out our next Customer Success Leader.

About the role:

Mindset is the most important qualification criteria, so we want to start there:

  • Focus on Impact! You have a strong sense of accountability, problem solving, leaning in and doing "what it takes” even if outside your direct responsibilities in order to have a positive impact for our customers, our team, and Quickplay as a company.
  • Stay Curious! Defined as always striving to learn and explore new things, and seeking out root causes & interdependencies. Continuous learning and improvement is your catchphrase.
  • Be Supportive! You understand and perpetuate the importance of collaboration. Known to help your peers succeed, build trusting relationships, putting customers and the broader team's interests first.
  • Speak Up! You have an obligation to dissent and let your voice be heard; believing that blameless interactions are best used to help you & your colleagues grow.

Develop and Execute Customer Success Strategy:

  • Develop and execute a top tier comprehensive customer success strategy to optimize a consistent & high quality customer journey, aligned with Quickplay goals.
  • Define & track key metrics and performance indicators to measure customer success and satisfaction to regularly educate internal stakeholders.
  • Drive continuous improvement initiatives to enhance the overall customer experience.
  • Serve as the primary point of contact (including escalation), managing all interactions and service deliveries between Quickplay and the customer from start to ongoing operations.

Team Leadership and Development:

  • Develop and oversee our Customer Success Management teams goals & deliverables.
  • Lead, mentor, inspire & professionally develop a global team of Customer Success Quickplayers.
  • Foster a culture of collaboration, accountability, and customer-centricity within the team.

Customer Relationship Management:

  • Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact for escalations and strategic discussions.
  • Proactively engage our customers by staying curious about their evolving business needs, challenges, and goals. Aiding in your alignment of our services to provide those customers with the best possible industry leading solutions.
  • Anticipate and address customer concerns or issues timely and effectively.

Customer Onboarding and Training:

  • Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of products and/or services.
  • Develop and deliver customer training programs to maximize product adoption and usage.
  • Provide ongoing support and guidance to customers to drive value realization and ROI.

Cross-Functional Collaboration:

  • Advocate within Quickplay for customers within our Engineering, Product, and Sales teams, inclusive of product enhancements and improvements.
  • Collaborate closely with Sales, Product, and Marketing teams to align Customer Success initiatives with Quickplay business objectives.
  • Responsible for building robust relationships with key stakeholders, such as product heads and engineering leaders, external technology partners, lending to seamless communication & coordination throughout the customer lifecycle.

Performance Monitoring and Reporting:

  • Manage the timely, high-quality, and budget-compliant delivery of major development projects, including program management, reporting, and planning.
  • Monitor key performance metrics related to customer success, including customer satisfaction data, retention rates, and upsell/cross-sell opportunities.
  • Continuously oversee service delivery and quality, identifying opportunities for improvement, and conducting regular performance evaluations both internally and with our customers.
  • Analyze data and trends to identify areas for improvement and develop actionable insights.
  • Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities.

About You—

Success in this role requires:

Experience & Qualifications:

Focus on Impact, Stay Curious, Be Supportive, Speak Up!

  • 10+ years of progressive experience in similar roles. Preferably in the Sports and Entertainment space.
  • Strong leadership skills with proven ability to inspire and motivate teams to achieve excellence.
  • Excellent communication, presentation, and interpersonal skills.
  • Strategic thinker with a customer-focused mindset and a track record of driving positive outcomes.
  • Functional expertise: Consulting, Sales, Digital, Service Operations, Program Management, Engineering, Operations, Software Development, Agile and DevOps.
  • Industry Expertise: Media & Entertainment, Tech, PayTV, Online.
  • Proficiency in customer relationship management (CRM) tools and customer success platforms.
  • Analytical mindset with the ability to interpret data and generate actionable insights.
  • Demonstrated ability to thrive in a global fast-paced, dynamic environment and manage multiple priorities effectively.
  • Education: Masters (or equivalent) in Engineering/Computer Sciences/Business