VP OF Customer Experience
Confidential
Vice President, Customer Success & Services
About the Company
Global leader in live production technology for broadcasters, sports organisations, streaming platforms and media companies.
Industry
Broadcast Media
Type
Privately Held
About the Role
The Company is seeking a VP Customer Success and Services for the North American region. This executive will be tasked with leading and scaling the regional post-sales organization, with a focus on bringing together customer success, professional services, and customer support under one strategic function. The successful candidate will be responsible for developing and executing the regional post-sales strategy, ensuring exceptional customer outcomes, and driving operational excellence. Key responsibilities include building and leading the customer success function, establishing and growing the professional services organization, leading the customer support team, and driving continuous service improvement. The role also involves developing scalable operating models, deployment methodologies, and service delivery standards, as well as fostering a collaborative, customer-focused culture. The ideal candidate for this role at the company will have extensive leadership experience in customer success, professional services, and/or customer support, with a proven track record of building and scaling customer-facing teams. Experience in global or matrix organizations, strong commercial awareness, and outstanding leadership, communication, and stakeholder management skills are essential. A strategic mindset combined with a hands-on approach to execution is also required. While not mandatory, experience in the broadcast, media technology, streaming, or video delivery sectors, as well as familiarity with platforms such as Zendesk, Planhat, and NetSuite, would be highly advantageous. The role offers the opportunity to influence the future of customer success and services in a fast-growing region and to support customers in technically demanding live production environments.
Functions
- Account Management/Optimization
- Operations
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