Customer Success Strategy & Operations Program Manager

Company: iSpot.tv, Inc.
Location: Bellevue
Posted on: June 25, 2022

Job Description:

iSpot.tv helps advertisers measure the brand and business impact of TV and streaming advertising, from concept to airing to conversion. Fast, accurate and actionable measurement and attribution solutions enable advertisers to assess creative effectiveness, enhance media plans and attribute advertising results for cross-platform campaigns, all while benchmarking against competitors and historical norms. Unlike legacy and ad hoc solutions, iSpot is purpose-built to measure the performance of every ad on television with digital-like precision and granularity in real time. With always-on performance insights unified across linear and streaming TV, advertisers can take quick and confident action to consistently drive business results. About the Role Our Customer Success organization serves as a focal point for our customers to achieve success with iSpot.tv. As a Customer Success Strategy & Operations Manager, you will be responsible for managing and executing strategic initiatives that deliver high-impact scale and efficiency to the Customer Success organization and our Enterprise customers. This is a strategic role working with iSpot.tv's Customer Success leadership and iSpot.tv's internal teams that has central importance to our ongoing success as a company About You You're a people-person with 3+ years of experience delivering or supporting programs and projects for sales and customer success teams. You're comfortable collaborating with various stakeholders to create, execute and evolve strategic initiatives. - You are:

• Strategic thinker who has both managed strategic projects with multiple stakeholders to success and also been a thought leader who works cross-functionally to identify areas where incremental improvements can be made to benefit the business.
• Cross functional leadership skills: A demonstrated track record of driving projects to completion across a matrixed organization.
• Lead and inspire coworkers through project execution
• Time Management skills - ability to lead multiple project work lanes simultaneously with various stakeholders and working group participants across various parts of an organization
• Analytical skill set that has led to success in solving problems that may come up during a typical work day. You will be analyzing data and making recommendations and decisions that affect the project on a regular basis.
• Deep experience using data to build and report on established program metrics with the ability to extract insights from data that are used to inform and evolve the program.
• Technology application experience with Gainsight and Zendesk a plus
• Experience in media/advertising/measurement a plus but not required?
• A self-starter, with energy, drive and the ability to manage multiple priorities.
• Ability to develop trusting and deep relationship with multiple stakeholders across organizations
• Strong knowledge of SaaS models and Cloud mindset.
• Know how to get things done through formal channels and informal networks Embody and evangelize iSpot's values. We are:
  • Motivated & Innovative
  • Diverse & Inclusive
  • Elevated & Inspired
  • We are - ALL IN! What You'll Do
    • Work with market-facing leadership to assist in the development, execution and optimization of Customer Success programs
    • Partner with cross-functional teams to understand the needs of iSpot.tv's customers and the business in order to drive the development of a programmatic and scaled approach to Customer Success
    • Manage the launch cycles of Customer Success programs including the training, execution and ongoing management of program elements that are put in place across the CS organization
    • Leverage data across solutions leveraged by Customer Success (Salesforce, Gainsight, others) to inform Customer Success leadership on the health of the business and areas of strategic improvement
    • Gather and relay feedback to continuously evolve the Customer Success program and market facing approach - Tools You Will Use
      • Gainsight
      • Highspot
      • Google Suite
      • Microsoft Office Suite, with a heavy emphasis on Excel and PowerPoint -

Keywords: iSpot.tv, Inc., Bellevue , Customer Success Strategy & Operations Program Manager, Executive , Bellevue, Washington