Director, Customer Success

4 weeks ago

Toronto, Ontario, Canada Quickplay Full time
Salary:

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

  • Customer Success Manager

    1 week ago

    Toronto, Ontario, Canada Shift Technology Full time

    The future of insurance starts with AI. To date, Shift Technology's AI-powered products have benefitted more than 300 million policyholders globally by reducing underwriting risk, identifying more fraud, and automating critical tasks throughout the claims process. Shift harnesses the power of AI to enable the world's leading insurance organizations to make...

  • Customer Success Manager

    1 month ago

    Toronto, Ontario, Canada Shift Technology Full time

    The future of insurance starts with AI. To date, Shift Technology's AI-powered products have benefitted more than 300 million policyholders globally by reducing underwriting risk, identifying more fraud, and automating critical tasks throughout the claims process. Shift harnesses the power of AI to enable the world's leading insurance organizations to make...

  • Customer Success Manager

    3 weeks ago

    Toronto, Ontario, Canada Salesforce Full time

    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer SuccessJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every...

  • Customer Success Manager

    1 week ago

    Toronto, Ontario, Canada Salesforce Full time

    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer SuccessJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every...

  • Customer Success Manager

    3 weeks ago

    Toronto, Ontario, Canada Cognota Full time

    About Us Cognota is on a mission to power LearnOps for all enterprises. Our values shape a collaborative, honest, and engaging work culture. We strive for continuous improvement, driving excellence and enjoying the journey along the way. The Role Cognota seeks an experienced Customer Success Manager to join our growing team. As the Customer Success Manager,...

  • Customer Success Manager

    1 week ago

    Toronto, Ontario, Canada Cognota Full time

    About Us Cognota is on a mission to power LearnOps for all enterprises. Our values shape a collaborative, honest, and engaging work culture. We strive for continuous improvement, driving excellence and enjoying the journey along the way. The Role Cognota seeks an experienced Customer Success Manager to join our growing team. As the Customer Success Manager,...

  • Customer Success Manager

    1 week ago

    Toronto, Ontario, Canada Audience Republic Full time

    Salary: Audience Republic is an all-in-one CRM & marketing platform for events & venues. Our customers are some of the largest names in the world — including events featuring artists like Taylor Swift, Paul McCartney, Post Malone, Elton John, RUFUS DU SOL, ODESZA, and Flume.We are a fast growing technology startup in B2B SaaS, and have raised $12m in...

  • Customer Success Manager

    1 month ago

    Toronto, Ontario, Canada Audience Republic Full time

    Salary: Audience Republic is an all-in-one CRM & marketing platform for events & venues. Our customers are some of the largest names in the world — including events featuring artists like Taylor Swift, Paul McCartney, Post Malone, Elton John, RUFUS DU SOL, ODESZA, and Flume.We are a fast growing technology startup in B2B SaaS, and have raised $12m in...

  • Customer Success Executive

    1 week ago

    Toronto, Ontario, Canada Miovision Full time

    Miovision is a global industry leading company providing agencies and organizations modern tools to improve today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently...

  • Customer Success Executive

    3 weeks ago

    Toronto, Ontario, Canada Miovision Full time

    Miovision is a global industry leading company providing agencies and organizations modern tools to improve today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently...

  • Customer Success Account Management

    1 week ago

    Toronto, Ontario, Canada Microsoft Canada Full time

    OverviewMicrosoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.With over 17,000 employees worldwide, the mission...

  • Customer Success Account Manager

    1 week ago

    Toronto, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Customer Success Account Manager

    3 weeks ago

    Toronto, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Customer Success Account Manager

    3 weeks ago

    Toronto, Ontario, Canada Microsoft Corporation Full time

    With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes...

  • Customer Success Account Manager

    1 week ago

    Toronto, Ontario, Canada Microsoft Corporation Full time

    With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes...

  • Director, Digital and Customer Insights

    1 week ago

    Toronto, Ontario, Canada Definity Careers Full time

    We are seeking a highly skilled and experience Director of Digital & Customer Insights to lead our analytics initiatives within the Digital Channel of Personal Insurance. As the Director of Digital & Customer Insights, you will be responsible for leveraging data-driven insights to optimize our digital funnel, enhance user experience, and drive business...

  • Director, Digital and Customer Insights

    2 months ago

    Toronto, Ontario, Canada Definity Careers Full time

    We are seeking a highly skilled and experience Director of Digital & Customer Insights to lead our analytics initiatives within the Digital Channel of Personal Insurance. As the Director of Digital & Customer Insights, you will be responsible for leveraging data-driven insights to optimize our digital funnel, enhance user experience, and drive business...

  • Customer Success Manager 3

    7 days ago

    Toronto, Ontario, Canada Equinix Full time

    Who are we?Equinix is the world's digital infrastructure company, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility,...

  • Customer Success Manager

    2 weeks ago

    Toronto, Ontario, Ontario, Canada Ascend Fundraising Solutions Full time

    WHO WE AREFounded in 2010, Ascend Fundraising Solutions online and in-venue fundraising platform and solutions have been used by some of the world’s most notable non-profit organizations such as United Way, Vancouver Canucks foundation, Canadian Olympic Foundation, Canadian Institute for the Blind, Kansas City Chiefs foundation, Boston Red Sox foundation,...

  • Customer Success Manager

    1 week ago

    Toronto, Ontario, Ontario, Canada Ascend Fundraising Solutions Full time

    WHO WE AREFounded in 2010, Ascend Fundraising Solutions online and in-venue fundraising platform and solutions have been used by some of the world’s most notable non-profit organizations such as United Way, Vancouver Canucks foundation, Canadian Olympic Foundation, Canadian Institute for the Blind, Kansas City Chiefs foundation, Boston Red Sox foundation,...