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Quickplay · 4 months ago

Senior Manager, Customer Success

Toronto, Ontario, Canada

Full-time

Onsite

Senior Level

7+ years exp

Quickplay is the leading OTT software platform for Tier 1 media, sports and entertainment. They are seeking a Customer Success Leader who will manage customer relationships, oversee onboarding processes, and collaborate with cross-functional teams to enhance customer experiences and drive product adoption.

Artificial Intelligence (AI)Machine LearningSoftware

Responsibilities

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 across all device types and apps, identifying opportunities for improvement, and conducting regular performance evaluations both internally and with our customers

Analyze application data, KPIs and trends to identify areas for improvement and develop Customer Relationship Management

Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact for day-to-day program needs

Proactively engage our customers by staying curious about their evolving business needs, challenges, and goals, in order to provide those customers with the best possible industry leading solutions

Anticipate and address customer concerns or issues timely and effectively

Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of products and/or services

Support the development and delivery of customer training programs to maximize product adoption and usage

Provide ongoing support and guidance to customers to drive value realization and ROI

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

Build robust relationships with key stakeholders, such as product heads and engineering leaders, external technology partners, lending to seamless communication & coordination throughout the customer lifecycle

Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities

Qualification

Customer Success ManagementSoftware Development Life CycleAgile MethodologiesProject ManagementAnalytical SkillsTechnical KnowledgeCommunication SkillsCustomer Relationship ManagementLearning MindsetTechnical PassionEmotional IntelligenceCollaborationProblem SolvingStrategic ThinkingQuick Learning AbilityInterpersonal Skills

Required

7-10 years of progressive experience in a similar role or equivalent experience, with proven experience in Customer Success Management, Account Management or Management Consulting

Demonstrated passion and talent for technology, with experience working on technical topics including software development

A thorough understanding of the software development life cycle (SDLC) processes and Agile methodologies, and the ability to advocate for adherence to standards

Excellent project/program management toolkit, including the ability to develop detailed work plans, lead problem-solving meetings, orchestrate internal teams to meet challenging deadlines and raise risks as needed

Strong communication skills, with the ability to work with and influence a highly-diverse cross-functional team including software developers, data engineers and product managers

Excellent analytical and problem-solving skills

High emotional intelligence and humility, and an ability to operate as a self-starter in a fast-paced, ambiguous environment

Intellectual curiosity and strategic thinking, translating insights from Quickplay's platform and industry trends into specific recommendations for customers

Quick learning ability to understand technology opportunities and challenges at a business level

Proven experience interacting directly with customers and partners