JW Player is looking for a Customer Operations Manager to drive the effectiveness and efficiency of our Customer Success organization.

In this role, you will function as a trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes and systems that scale. The Customer Operations Manager reports to the Director, Sales Operations with a dotted line to the VP of Technical Services.

In this role you will:

• Implement and manage the software that facilitates Customer Success activities; including a customer success platform/tool(s) and managing all aspects of the tech stack that applies to the Customer Success group in close coordination with the Sales Operations Team.
• Facilitate regular discovery and process reviews with relevant stakeholders to develop and refine the customer journey and translate these requirements into our systems and business processes; ensure measurement of key metrics to drive optimal adoption and net promoter score throughout.
• Establish and provide the materials, data, and reports that allow all roles within the Customer Success team to work more effectively.
• Coordinate cross-functional processes that help meet renewal and upsell goals.
• Assist with the framework to tier existing customers and develop account management books of businesses for optimized distribution of workloads.
• Report to management and executives on the results of the Customer Success organization, including renewals, upsells and associated forecasts.
• Track leading indicators of renewals and upsell to understand what is working and what accounts need support.
• Detect early signals of at-risk renewals, design playbooks for Account Managers to address them, and provide a path to escalation.
• Relay customer lifecycle feedback: align with the Support team on the resolution of major cases, provide feedback from Sales on the readiness of our customers and help the Onboarding team to overcome any delays in implementation.

The ideal candidate has:

• Passion for the customer journey
• Experience establishing a world-class Customer Success operations team and knowledge of what it needs to operate at scale
• Proven ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Working knowledge of Salesforce administration, possessing either Salesforce Certified Administrator credentials and/or 3+ years administration experience. Knowledge of Gainsight, JIRA, and other customer success tools a plus.
• Demonstrable experience working with large data sets and SQL; advanced spreadsheet skills a plus
• Professional presence and an ability to translate data into simple, effective visualizations for consumption at the executive level
• Strong listening skills and receptiveness to input from and collaboration with other team members and departments
• Passion for designing processes that scale and “getting their hands dirty” by digging into complex operations
• Experience working across functions and driving strategic decisions

About JW Player

JW Player pioneered video on the web over a decade ago and continues to innovate as the world’s largest network-independent platform for video delivery and intelligence. Media companies including Fox, VICE, Business Insider, and Univision, in addition to hundreds of thousands of creators of all types and sizes, rely on JW Player to deliver and monetize their content across all devices. JW Player’s massive global footprint of over 2 billion unique devices creates a powerful data graph of unique consumer insights and generates billions of incremental video views. The company is headquartered in New York, with offices in London and Eindhoven, and was named to Deloitte’s Technology Fast 500™ in 2017. For more information, visit http://www.jwplayer.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.