Senior Manager, Customer Success Bilingual (English/Spanish)

About us:
Quickplay is the leading OTT software platform for Tier 1 media, sports and entertainment. The company has scaled to 300+ global colleagues over the past four years, and serves global customers as diverse as the New York Yankees to some of the world's largest Telcos. Quickplay was founded by former executives from Disney, HBO, AT&T and many others.

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.

About the role–
We are looking for a Customer Success Leader 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 Customer Success, Account Management and Sales professionals who are excited to help scale a growth-stage company in the media and entertainment space and get energy from working hand-in-hand with customers to solve some of their most pressing issues.

This role reports directly to the Global Head of Customer Success & Analytics.

Key Responsibilities

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 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.

• 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.


• 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.
  


• Preferred: Proficient in OTT video domain and technologies.


• Preferred Bachelor of: Business/Information Systems/Engineering/Math/Science degree or equivalent experience.