BroadbandTV

Head of Customer Success (BB-D118D)

Found in: Neuvoo CA

Description:

BBTV is a media-tech company advancing the world through the creation, distribution, management and monetization of content. We provide end-to-end solutions to content owners including proprietary tech, leading services and enhanced distribution & monetization.

We have built proprietary VISO technologies leveraging machine learning, digital signal processing and big data to power our platform and ecosystem and our key revenue streams represent the most relevant and scalable opportunities for monetization of digital IP across advertising, SaaS/content management, mobile apps and other revenue streams. We are the second largest video property worldwide in terms of unique viewers following only Google, reaching tens of billions of monthly impressions!

About the Role

We are searching for a customer experience leader to develop and drive BBTV’s customer success initiatives. The ideal candidate has a proven track record of leading initiatives to increase customer value, advocacy and retention. This role is central to the organization interfacing with most departments, requiring a balance of analytical thinking, creative development and visionary leadership.

Responsibilities: 

  • Oversee BBTV’s Customer Success department, including leading and developing a high-performing team of diverse talent
  • Implement, manage and evolve KPIs pertaining to the Company’s churn, retention and viewership consumption in collaboration with Leadership and Finance
  • Implement, manage and evolve BBTV’s CSAT ratings across the creator network and content management business units
  • Develop and implement strategic initiatives to improve customer service, engagement & sentiment, and ultimately customer retention
  • Lead the development of monetization opportunities for our largest content creators and influencers
  • Ensure the Talent Management teams across both Domestic and International Markets are supported in servicing our portfolio of top talent
  • Engage in business development opportunities to provide new customer value-adds
  • Oversee, manage and evolve KPIs pertaining to talent management, audience development, partner support and value-add development functions
  • Oversee the development of strategic mapping for the customer journey, value-add implementation and monetization expansion
  • Collaborate with R&D, Marketing and Finance departments to improve and optimize processes pertaining to customer success, service and support
  • Provide strategic leadership and direction on multidisciplinary projects / initiatives pertaining to customer value expansion
  • Be a voice and advocate for customer success at the senior management level, and across the company
  • Qualifications:

  • 8+ years in a management or strategic role in customer experience
  • Proven experience in creating and implementing programs for customer success
  • Ability to implement, manage and report KPIs
  • Experience utilizing analytical tools such as spreadsheets and dashboards
  • Familiarity with CRM platforms and tools for insights
  • Natural problem solver and motivational leader
  • Experience in developing and operating a diverse department
  • Experience in leading multi-faceted teams and developing talent
  • About BBTV

    At BBTV, our team is everything. We offer competitive compensation packages, flexible hours and operate on a horizontal management structure that rewards creativity and values transparency.

    From our commitment to giving back (support for everyone to volunteer with a charitable or community initiative), our culture committee (social events, team-building, diversity and inclusion), and our support for personal and career development through our learning & development program, we’re not your typical 9-5 gig.

    BBTV is an Equal Opportunity Employer. Our goal is to foster a diverse workforce that is representative, at all job levels, of the individuals we serve and to provide employees with a meaningful and inclusive work environment, free of discrimination and harassment. 

    BBTV believes that diversity and inclusion among our teammates is critical to our success as a global company. We seek to recruit, develop and retain the most talented people from a diverse candidate pool. Indigenous people, people of color, people of all genders or non-genders, and people with disabilities of all types are encouraged to apply. 

    We thank all applicants for their interest, however only those selected for an interview will be contacted. 

    calendar_today1 day ago

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    location_onToronto, Canada

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