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VP Customer Success

Atlanta, GA, USA | Leading Automotive Company

  • Industry:
    Automotive
  • Position Type:
    Full-Time
  • Functions:
    General Management
  • Experience:
    12-15 years
    15-20 years
Job Description:
50 people have viewed this job

Videa was created to deliver the only live, supply-side marketplace for full-schedule, forward reserve broadcast TV station inventory that can be ordered weeks or quarters in advance.


We come from TV and are passionate about maximizing the value of television.So we built the technology that works the way sellers and buyers transact today, except we’ve built it to also support a more automated sales process that allows for efficient negotiation. Plus, it reinforces order transparency and optimized, station controlled pricing.


We also offer order stewardship services and avails delivered to the buyer in seconds.


Buying and selling media shouldn’t have to be so time consuming; with Videa, it won’t be.


The Vice President of Customer Success has responsibility for the onboarding, training, engagement, support and optimization of Videa customers (both buy & sell) to utilize the Videa platform during the customer life cycle experience.As it relates to this customer journey, this position has the responsibility to develop and implement the ongoing Customer Success vision and roadmap.This roadmap must be aligned to the needs of our customers (buy & sell) while also ensuring it aligns to the company’s goals as an organization.The leader in this role will build and lead a world class Customer Success & fulfillment team to help design, deliver and measure the customer experience and outcomes, including the identification, prioritization, and delivery of critical initiatives to support that target experience.


This role will require experience in both media & technology businesses, and how they intersect. A high proficiency of project management skills is also a must since the role will balance the needs of the day to day order life cycle vs. the longer term ability to alter and improve the key focus areas of the organization.Proactive and strong communication skills are a must.The organization at present consists of key units of customeronboarding, solutions, engagement, success and support.The leader will coordinate cross-functionally and facilitate the team’s response to issues and challenges that arise in the day to day service delivery.


SPECIFIC KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES:


Ability to establish clear goals aligned with company strategy, manage to them, and effectively report on progress


Ability to manage multiple complex, high visibility or high impact projects simultaneously


Ability to negotiate, influence and build credibility with internal teams


Innovative, strategic thinking balanced with analytical, process orientation


Continuous drive for improvement, sense of urgency

Organized and prepared

Familiar with technology and software delivery methodologies, particularly agile development approaches


Effective leading and participating in interactions with senior leadership both internally and at customers


Experience in building processes and driving coordination between many departments


Experience with Salesforce, Pendo or similar, Gainsight or similar a plus


PRIMARY TASKS/RESPONSIBILITIES


Ensure the post-sales delivery of the Videa solution to station customers


Develop and drive the customer experience vision and roadmap including definition of the end-to-end customer journey; identify, prioritize, and drive initiatives to deliver the target customer journey


Manage and improve day-to-day processes required to shepherd orders through the order lifecycle, including timely execution of manual processes; work to streamline or eliminate manual processes over time


Build relationships at the senior levels of operations at all customers to deeply understand their challenges and opportunities and help continuously evolve the customer experience to better meet their needs


Respond quickly and effectively to customers’ challenges and issues with the product; learn effectively from experience to improve team processes and the product


Evaluate existing customer onboarding program and make additional improvements to better drive both immediate and sustained adoption


Work with customers to identify challenges/barriers to full utilization of the software and develop short-term and long-term solutions to those challenges


Evaluate and refine Tier 1 Support processes to drive desired customer outcomes and customer satisfaction; provide feedback from T1 Support effectively to product team and leadership


 

Evaluate and refine Customer Success metrics approach


Use varied sources of quantitative and qualitative data to understand and improve the customer experience; use data to drive focus, prioritization, execution and accountability


Define and track operational metrics for the Customer Success team


Expose subset of customer and operational metrics to executive team and company


Identify any gaps in measurement capabilities and develop solutions to fill gaps


 

Collaborate with the Leadership Team – Advocate for Customer


Participate on the Senior Leadership Team, bringing the voice of the customer to strategic and tactical decisions, and disseminating leadership discussions and decisions to the Customer Success Organization


Serve as the Customer Success thought leader and change agent/catalyst to initiate needed culture change across the company


Work collaboratively with other departments, including sales, platform adoption, marketing, product, technology, etc to drive customer success


Provide insight and data to advocate effectively for customers/end-users in the product prioritization process


Lead the Team

Build a world-class Customer Success team; recruit and retain talented members; design a team structure that can scale appropriately as the business grows and can also adjust to increasing automation of manual tasks


Create a culture of accountability and results

Lead, develop and inspire a team of Customer Success experts to continually learn and leverage industry best practices, cultivate insights, and drive customer / business value


SECONDARY TASKS/RESPONSIBILITIES: 


Be a leader and steward for all of Videa; look for opportunities to support and grow emerging leaders across the company


Champion the Customer Success mindset across the company


Seek continuous personal growth and learning in own role and in media industry 


Qualifications:

Experience with designing and leading Tier 1 Customer Support team


Demonstrated success measuring results and driving continuous improvement based on analysis of those results


Proven success designing, scaling, and leading a team; enthusiastic and creative leader with the ability to inspire others


Bachelor’s degree in related field, MBA or master’s degree preferred


Exceptional communication and presentation skills

Media industry experience preferable, including sales and/or operations


12-15+ years business experience with 5+ years focused on Customer Success, Customer Experience, or Customer Implementations including leading and managing customer experience strategies, designing customer onboarding, and driving customer adoption


Deep knowledge of best practices for operational excellence and customer experience management in a B2B SaaS environment


Strong business acumen and project management expertise with a successful track record of implementing customer experience and insights to meet and exceed business goals


Process improvement/change management experience: concrete examples of having identified problems and opportunities from a customer standpoint and proven results implementing solutions


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