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Job Descrption

About us:

At Quickplay we believe in transparency, fairness, and collaboration while we passionately work on some of the toughest use cases in Over-The-Top (OTT) video, focused on massive scale and resilience. If you aspire to be part of a high-performing, learning-oriented, and caring culture - in a fast-paced growth environment, you’ve come to the right place.

We are looking for an experienced Customer Success Manager who is passionate about creating amazing customer experiences and delivering innovative products to some of the leading media, sports and entertainment brands globally.

This role is ideal for someone who has a strong bias for action, is highly entrepreneurial and has a learning mindset. In this role, you will act as a program manager, strategist, customer advocate and executioner. You will leverage the full breadth of Quickplay's resources across departments to drive success while working closely with the Global Head of Customer Success & Analytics.

About the... role--

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.

Customer Onboarding and Training:
• 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.

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.
• 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.

Value assurance 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 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 as actionable insights.
• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities.

Success in this role requires--
• A learning mindset that lives our values:
• 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! You are 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.
• A passion for developing deep relationships with customers and helping them achieve their business goals.
• 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.
• Ability to work with and influence a highly-diverse cross functional team including software developers, data engineers and product managers.
• Strong communication skills with the ability to synthesize complex information and deliver top-down messaging that varies by audience (e.g., customer executives vs. partner developers)
• Intellectual curiosity and strategic thinking, translating insights from Quickplay’s platform and industry trends into specific recommendations for customers.
• Functional knowledge of software development methodology, with sufficient literacy to lead teams to deliver products with the support of technical leads.
• (Nice to have) Familiarity with the OTT video ecosystem including technology stack and industry trends.

About you--
• 5-7 years of progressive experience in a similar role or equivalent experience.
• Experience working on technical topics including software development.
• Proven experience in Customer Success Management, Account Management or Management Consulting.
• Must have thorough understanding of the software development life cycle (SDLC) processes, Agile methodologies, and advocate for adherence to standards.
• Excellent analytical and problem-solving skills.
• Self-starter, ability to work with some ambiguity and comfort working cross functionally.
• Ability to operate in a fast-paced environment, managing multiple projects simultaneously while prioritizing time and resources based on business impact.
• High emotional intelligence and humility.
• Quick learner and ability to understand technology opportunities and challenges at a business level.
• Experience interacting directly with customers and partners.
• Excellent interpersonal, written, verbal and presentation communication skills.
• Demonstrated passion and talent for technology.
• Preferred: Proficient in OTT video domain and technologies.
• Preferred Bachelor of: Business/Information Systems/Engineering/Math/Science degree or equivalent experience

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