Lead, Customer Success

Location: Ottawa, ON, Canada
Date Posted: 19-12-2018
As a Top 25 Great Place to Work recipient, AON Hewitt Best Employer, and one of the fastest growing tech companies in North America according to Deloitte, You.i TV is changing the way that viewers experience TV across mobile, tablet and streaming devices. Interested in building the future of TV? Our Customer Success team is growing!

Who We Are:

The You.i TV Services organization ensures the success of our customers by delivering solutions that showcase the You.i TV platform. This multidisciplinary team is made up of Project Managers, Product Analysts, Development Managers, Application Architects, Software Developers and Testers. We also work very closely with the User Experience organization to design best in class user experiences for our customers.

What you’ll do:

As a Lead, Customer Success, you will own the development and execution of You.i TV’s Customer Success Program and, ultimately, the achievement of exceptional Customer Satisfaction and Net Promoter Scores for our business overall.
Leading a team of Customer Success Managers, you will manage ongoing engagement with our customers, ensuring that we anticipate, understand and respond to their needs and ensure they extract the most value from our platform to achieve their desired outcomes.

You and your team will establish trusted/strategic advisor relationships with assigned customers, while driving continued value of our products and services. You will work with customers to establish and enable critical goals, or other key performance indicators. This will also include advocating for customer needs and issues cross-departmentally.

You’ll use your strong leadership skills to bring departments and people together, to ensure customer success is at the forefront of everything we do.  

Reporting to the Director, Customer Success, your responsibilities include:
  • Owning the expansion and execution of You.i TV’s Customer Success Program to deliver the highest levels of Customer Satisfaction and Net Promoter Score and helping select the necessary tools and technologies to ensure the program runs smoothly and effectively.
  • Working with the Customer Success Program Manager to ensure transparency and visibility across the organization. Briefing management and the Executive team on performance, customer sentiment and customer specific action plans.
  • Leading a team of CSMs who partner with customers throughout their life cycle to ensure they are successful, while also managing a portfolio of your own customer relationships
  • Maintaining a detailed and complete understanding of our products and services and serving as the face of You.i
  • Acting as a Voice of the Customer by representing their perspectives and interests in areas such as Product Roadmap, Support, Quality, and Project Delivery
  • Leading the creation and improvement of policies, procedures and programs to optimize the customer experience
  • Working in partnership with the sales and accounts team to identify requirements for expanded services and support organic growth within existing accounts
  • Ensuring your team document effectively and keep all customer data and reporting up to date
Other ways you’ll contribute:

You and you team will contribute to the organization in a number of other ways by:
  • Coaching customers on the best practices of using You.i Engine, and the use and benefit of our products and services for future opportunities or expansion across platforms
  • Inspire clients to think strategically about how our platform can support their business needs
  • Collect customer stories about successes using our software/platform
  • Proactively providing input to product for roadmap enablement
  • Participating and facilitating project / program retrospectives to further enable local process improvements and further customer success

What you bring to the table:
  • Prior experience in building and leading a Customer Success organization or history of increasing customer satisfaction, adoption, and retention in account management or professional services
  • Prior experience in IT including Agile project management, software development, program management and analysis
  • Exceptional communication skills
  • Ability to thrive in a multi-tasking environment and seamlessly adjust to change; ability to think creatively to solve challenging and complex problems.
  • You’re driven: You want to help and serve our customers and create win-win opportunities for success

It would be an added bonus if you also had:
  • An understanding of development for iOS, Android, gaming consoles and/or digital media players
  • Flexibility for travel:  Onshore/Offshore travel when required to customer premises

Distribution is the name of the game. TV & Media companies are in a race to reach as many viewers as possible on screens of all shapes and sizes. Which is why brands such as A+E Networks, AT&T, WarnerMedia, NBA, Warner Brothers, National Geographic, and Fox have already turned to You.i TV to develop and deploy their suite of TV applications.
You.i TV welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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