Customer Success Manager

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 Customer Success Manager (CSM), you will be accountable for developing and sustaining customer relationships through continuous engagement at many levels. The CSM’s job is to listen to, and anticipate, our customers’ evolving needs and use cases; and then ensure they extract the most value from our platform to achieve their desired outcomes.
Ultimately as a CSM, your success will be measure in relation to your portfolio’s customer referenceability, Customer Satisfaction and Net Promoter Score.

The CSM will own the overall relationship with assigned customers, which includes ensuring successful new customer on boarding and managing existing customer relationships. The CSM will establish a trusted/strategic advisor relationship while driving continued value of our products and services. You will work with the customer to establish and enable critical goals, or other key performance indicators. This will also include being an advocate for customer needs/issues cross-departmentally. As the CSM you will apply your craft of active listening to understand customer sentiment and to enable improvements across the organization. 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 Head of Customer Success Management your responsibilities include:
  • Operating as the lead point of contact for any and all matters specific to your assigned portfolio of customers, while building and maintaining strong, long-lasting relationships with them.
  • Working with clients through every stage of their life cycle (early adoption through maturity and renewal)
  • 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
  • Creating and improving policies and procedures that 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
  • Partnering with our Customer Support team to ensure timely completion and satisfaction of pending requests or issue escalations as needed.
  • Documenting effectively and keeping up to date all customer data and reporting
  • Analyzing client health and building specific action plans to improve health for at-risk clients
Other ways you’ll contribute:

The CSM contributes 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 Customer Success or equivalent 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
  • Great communication skills
  • Thrive in a multi-tasking environment and seamlessly adjust to change/ priorities
  • 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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