About the organization
Our customer is a forerunner in creating smart video streaming technologies and defining industry-advancing standards and specifications.
Founded in 2012 and headquartered in Amsterdam, they lead the new wave of content aggregation, providing tools for dynamic and static packaging, capture, and enhanced playlist technology. By building rock-solid software, we help customers solve complex streaming challenges in a fast-paced, continuously evolving industry. Their streaming solutions are deployed not just to unlock creative new ways to protect and repurpose content, but also to create value and increase profit.
With over 150 broadcasters, telcos, streaming platforms, content creators, and ecosystem partners globally, they produce software that is under the hood of the largest and best-known streaming platforms and services. Every day, customers count on us to enable delivery of outstanding personalized experiences to their viewers, on any internet-connected device, anywhere in the world.
This organization is a product-led company with an annual recurring revenue model.
The customer success teams’ main responsibility is to keep retention and grow existing customers.
About the role
As Head of Customer Success you oversee the middle ground between customer success and business development. You manage the customer success team(s) in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process. You lead the team towards driving value for customers.
The Customer Success teams are responsible for results and work focused on their team assignment and team goals. The team goals are a translation of the organizational goals. The organizational goals, policies and the processes have been established by Management.
Recurring revenue is at the core of a healthy business. That’s why we allocate two teams to make sure our existing customers renew their existing products. One team is focusing on Direct customers, another team is focusing on Indirect customers.
Customers stay loyal when they feel that we are appropriately prioritizing and addressing their issues, requests, and feedback. Our (larger) customers value a personal relationship with us and appreciate our understanding of their business; this in turn may give rise to an opportunity to introduce them to one of our other products.
Customer Success Teams are jointly responsible for growing, servicing, and retaining their customer base and have mandate (within boundaries) to make decisions to realize their goals.
Within the boundaries for this assignment, the teams establish team objectives and results (KPIs) in the form of a roadmap planning for the period of a calendar year.
The teams independently organize the work that needs to be done to achieve the agreed goals and results. They coordinate cooperation and continuously monitor progress, dependencies, risks, issues and so on.
The teams report monthly during the Company Update, through a report/dashboard set up by the teams themselves. Teams are invited to also share struggles, impediments, and learnings.
What are we looking for
You lead the team(s) that exist of members from different departments and disciplines within our organisation and report to the founders/owners of the company.
You have extensive experience in customer success management and a passion for driving customer satisfaction. In your previous roles, you have successfully implemented customer success programs that have resulted in increased customer satisfaction and loyalty. You have a deep understanding of Annual Recurring Revenue (ARR) business models.
You drive growth through renewals and expansion. You understand how the objectives and deliverables for the teams contribute to the company’s mission and vision and are able to communicate this clearly to the team members.
You encourage teamwork in a supportive environment where each member of the team has the opportunity to contribute to their best ability in alignment with the company values.
As Head of Customer Success you identify, manage and convert a conflict of interest to a healthy analytical debate
To optimize transparency and effectively follow through on decisions and priorities, you ensure that team meetings are planned with a proper agenda, punctual, open for concern & opinions, reviewed with alternatives, action items are jotted with a possible target date and a team member responsible for it.
You are honest, determined, competent, decisive, eager to learn, persuasive, timely and self-confident. You are fluent in the English language and have knowledge of change management.
The full-time position is based in Unified Streamings Amsterdam office on the Overtoom (= lively Amsterdam area) where you are expected to be in the office most days of the week. You therefore need to live in the Netherlands.
Your responsibilities
- You motivate, encourage and appreciate employees individually or in groups in such a way that they enthusiastically and optimally engage, taking into account diversity in backgrounds and value patterns of employees.
- You lead the activities of the team(s), building an inclusive and high performance culture that ensures team members can thrive.
- The company and its founders have set a clear vision for the company. Together with the owners, you define how to strategize this vision and the subsequent growth strategies. You take the lead in translating the strategy into execution and help the team(s) to translate the objectives into concrete actions.
- You ensure that objectives are met and deliverables are completed in due time.
- Although we do not live by quarterly reviews, we do value continuous coordination and alignment during weekly meetings with the MD.
- You ensure that the team(s) maintain excellent relationships with customers.
- You maintain an up to date level of Unified Streaming product expertise and oversee the communication of the advantages of our products to existing customers.
- You provide on-topic, content-related guidance to the members of the team(s).
- You manage the meetings and discussions, ensure notes are made, actions and tasks are defined, and plan follow ups.
- You both promote and work in our defined ways of working. Google suite (Docs, Sheets, Slides, Calendar, etc…).
- You prepare the individual performance reviews of the team members every six months.
Interested?
Our customer has asked HARMEN for our expertise support, finding the right candidates for this crucial role. Hence, we value talking to candidates only and have no time to talk to third parties. Candidates that will be invited for an interview will receive an extensive search profile.
Do you wish to express your interest? Please send me an email and we will discuss further!
Harmen Stakenburg
