Imagine Communications

  • Vice President, Customer Satisfaction - Denver, CO

    Job Locations US-CO-Denver
    Posted Date 2 weeks ago(8/3/2018 11:05 AM)
    Requisition ID
    08182237
  • Company Overview

    Vice President, Customer Satisfaction

     

    Denver, CO

     

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

     

    The successful candidate will manage our portfolio of customer care offerings, which include customer service, technical support, and customer self-help.  You will help to define new customer care offerings, manage the successful implementation and execution of our support programs, and create new products and programs to extend our global leadership in customer care.

     

    This position will collaborate with internal and external stakeholders to effectively lead all aspects of this important product pillar, including financial performance, product lifecycle strategy, and management, the functional leadership of all delivered care services.

    Specific duties include but are not limited to

    • Establish the offerings and value proposition for the customer care portfolio and solutions that attract and retain Imagine customers under various forms of SLA contracts
    • Develop and implement offerings that grow Imagine revenue in this important category
    • Oversee the planning, implementation, and delivery of the portfolio to meet market demands, contractual obligations, and financial expectations
    • Address real and perceived product or offering quality issues. Evangelize and educate internal and external stakeholders and users regarding Imagine service value and quality.
    • Be innovative in your methods and with your products to attract a disproportionate share of SLA revenue to Imagine
    • Identify products with low coverage rates and design plans and services that incent much higher coverage rates
    • Set and communicate clear priorities, plans, and roadmaps for the customer care portfolio based on strategic objectives, market conditions, and customer requirements
    • Ensure detailed go-to-market plans (strategic and tactical) are developed, communicated and implemented to maximize the success of the product portfolio
      • Develop and execute appropriate re-education campaigns for Imagine personnel, especially sales to communicate what is “new”
      • Collaborate with marketing to develop and launch advertising and promotion campaigns
    • Develop product pricing and margin models that maximize value to Imagine, considering, customer business models, competitive pricing, and ROI
    • Manage a team of customer care, technical support, and product management resources to meet the business objectives for the product portfolio
    • Develop, harvest and maintain intellectual capital (articles, use cases, templates, etc.) to support the customer care portfolio
    • Develop and manage relationships with internal stakeholder groups (Engineering, Sales, Marketing, Operations, Support) to collaboratively plan and operationalize product roadmap
    • Implement processes to manage product line performance against objectives, ensuring delivery of operational results
    • Identify and implement continuous quality and cost improvement initiatives as it relates to product offerings and lifecycle
    • Identify and implement strategic partnerships to enhance the value of the product portfolio. These may include: content, advertiser, hardware, integrator, network, agency, and sales/channel partners
    • Evaluate and recommend investments to maximize the financial results of the customer care portfolio
    • Develop an in-depth understanding of the competition, including market share estimates, differentiators and business strategy

    Qualifications

    • BSc in technical, business, marketing or related field coupled with 5+ years’ experience leading a customer service team, with profit and loss responsibility, in a high-tech global environment
    • Preference for knowledge of broadcast, production, or television markets
    • Successful track record of establishing strategic direction, evaluating and coaching talent for success, and delivering sound operational decision-making skills
    • Experience with market positioning, business development, pricing, and competitive analysis
    • Demonstrated ability to identify and launch a new product to a new market segment, with an entrepreneurial orientation
    • Strong commercial mindset and understanding of business
    • Demonstrated ability to lead in a fluid, customer-oriented environment with a team of direct reports and through non-direct reporting colleagues to get the job done.
    • Ability to manage cross-functional teams in a matrixed organization
    • Ability to develop strategic relationships and sell the vision.  Ability to influence at multiple levels of an organization
    • Effective verbal and written communication skills coupled with a demonstrated ability to develop relationships, manage stakeholders and influence others
    • Customer orientation and a bias for action

    Imagine Communications offers an engaging team-oriented culture and a competitive compensation/benefits package.

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