Head of Customer Success, North/South America

Job description

Who We Are?

It's an amazing time to join Dalet as we continue to shape the future of media production, management and distribution. Mature and stable like a large corporation, yet agile and growing like a start-up, Dalet is the perfect place for talented, internationally minded and highly motivated individuals looking to join a very dynamic company where things get done!

A leading, independent software and services provider, Dalet empowers broadcast and media organizations all around the world. Our solutions allow media professionals to create, manage and distribute (social media, mobile, VOD and OTT) content faster and more efficiently, fully maximizing the value of assets. When combined, Dalet products power end-to-end, unified multimedia operations for news, sports, program preparation, production, archive and radio.

Dalet solutions are used around the world by many thousands of individual users at hundreds of TVs, Radios and other content owners, producers and distributors, including public broadcasters such as the BBC, SBS, France TV, TF1 and Russia Today, commercial networks and operators such as HBO, Canal+, CNN, NBC, FOX, ABC, CBS, Mediaset, and government & international organizations such as the UK Parliament, the UN, NASA and many others.


Top Reasons to Join Us?

· Revolutionize a big industry in a dynamic, fast-growing, yet mature, company · Benefit from great career opportunities around the world · Make the most of a truly collaborative environment with supportive leadership

· Evolve with cutting edge technologies (AI, Cloud, Cybersecurity…)

· Collaborate with talented and passionate team members

· Enjoy a fun working environment


Who You Are?

If you’re an enthusiastic, talented and resourceful engineer with the relevant skills & IT experience, we invite you to talk to us about this opportunity based in North or South America.


What You’ll Do?

We are looking for a leader, who has a successful track record of being both a coach and hands-on team player, with an exceptional customer success mindset, driving customer lifetime value by defining the customer journey from onboarding to renewal, deploying programs to help drive business value with customers & customer goal achievement, focusing on increasing product adoption, leading a positive customer experience, and driving growth.


Reponsibilities

  • Implement the overall vision and strategic plan for the Customer Success, focusing on increasing product adoption, leading a positive customer experience, and driving growth by optimizing the customer lifecycle
  • Collaborating across teams & working closely with sales management & product marketing to align on strategies and account opportunities
  • Ability to diagnose common customer needs and issues, in terms of business value and then translate those needs into actionable solutions
  • Ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Maintain high-level of customer satisfaction, measured by Net Promoter Score, while mitigating churn risks
  • Discover and understand early churn signals and drive process throughout the organization to reduce churn and increase customer advocacy
  • Be considered a trusted advisor by way of best practices recommendations from product usage to industry-specific trend
  • Continue to make our processes and approach scalable while not losing our high touch and personalized customer experience
  • Drive the success of the global Customer Success Management team & implement the required KPIs
  • Build and lead a world-class team, developing a company-wide customer success culture that integrates processes, content, and data to/from stakeholder organizations (e,g., Marketing, Sales, and Product/Engineering)
  • Act as an authority and trusted advisor for customer and internal escalations
  • Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate
  • Drive programs and initiatives to improve the customer experience (incl. knowledge & training experience), engagement approaches
  • Ensure a culture of continuous improvement

    Requirements

    Expected skills

    • A player-coach mentality, with experience building and nurturing a strong customer success org but also able to connect with our customers executives - willing and able to address client issues with speed and urgency
    • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate teams, and a strategic vision for the customer experience, operations, and customer support
    • 3+ years of work experience in Customer Success, IT/Cloud Management or Consulting, specialist in building and leading a customer success at and to scale
    • Understanding of key customer success concepts, such as data-driven and business outcomes
    • A low-ego leader who instills confidence and is also able to get into the weeds.
    • Disciplined and results oriented. Must be entrepreneurial with a high-level of energy, intensity, dedication, and an unrelenting drive to succeed and win.
    • Extremely high work ethic and strong ability to prioritize.
    • The skills to be a data-driven decision-maker, with a willingness to experiment and iterate
    • A track record of developing and mentoring great talent, and building and motivating high achieving teams
    • Technical and SaaS experience and an ability to speak to technical customers in their language