Startup Careers

Be a part of our family by contributing to our portfolio companies’ innovation and success. Browse open positions below with Intel Capital portfolio companies.

Sr. Director of Client Success at Kaltura
New York City, NY, US

We are looking for a driven Sr. Director of Client Success to lead a team of passionate, hungry, and relationship/sales focused Client Success Managers, working out of our New York City office.

The Director will be a key member of our management and revenue team, reporting to the VP of Client Success. The main responsibilities for this consist of coaching, mentoring and managing a growing team of CSM’s with the end goal of retaining and more specifically growing our existing business. We’re looking for a candidate that has experience leading customer-facing teams and is passionate about providing an elevated customer experience while delivering results for the organization!

Responsibilities:

Management:

·        Be a coach, mentor, manager and champion to your growing CSM team

·        Hire and train new team members

·        Facilitate day to day management of your team and their book of business

·        Provide business specific reports to the VP and executive management team (Upsell projections, churn, renewals, adoption, ect.)

·        Be hands on with your team and with their clients

·        Manage a team of 5+ revenue generating Individual Contributors, including setting expectations and goals for the team to manage their assigned accounts

·        Ensure a customer first mentality and work to reinforce that across the organization.

·        Use NPS and Business Reviews as quantifiable metrics in assessing your team’s productivity and to improve customer satisfaction.

·        Drive the team to meet and exceed monthly performance metrics including revenue and assist with removing roadblocks to enable success

·        Become a trusted adviser and foster strong relationships at and executive level with customers.

·        Help your team and customers maximize the use of video via a deep understanding of Kaltura’s products and the enterprise market.

 

Growth:

·        Work with your team to build out strategic growth plans for each account under management

·        Travel on site for customer visits aimed at growth, adoption and retention

·        Work with your team and their clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals

·        Lead product training initiatives to increase your teams understanding of the Kaltura product suite

·        Lead sales training initiatives to increase salesmanship and sales productivity across your team

·        Serve as a consultant on strategic growth opportunities, contract negotiations and retention discussions

·        Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases.

·        Assist your team to Expand into new departments through referral selling from your existing customers

 

Retention

·        Establish a trusting relationship with clients at all levels

·        Analyze and monitor adoption and product utilization

·        Leverage the relationship as well as close monitoring of adoption and customer’s satisfaction to identify any churn risks.

·        Thoroughly manage account escalations to resolution

·        Help your team to define and execute a mitigation plan for customers in churn risk.

·        Build processes and best practices to identify churn early while there is still time to mitigate it

·        Through a variety of programs, grow active participation in the Community within your Region.

·        Facilitate regular touchpoints with each of your teams top accounts to ensure they are well supported.

 

 

REQUIREMENTS

Requirements:

·        5+ year’s experience in Enterprise technology space

·        4+ years customer success or account management experience

·        3+ years of management experience, managing a team of 4 or more

·        Experience managing a book of business of over $2M ACV.

·        Experience managing 50+ accounts.

·        Experienced being responsible for customer retention and renewal in a SaaS environment.

·        Excellent written and verbal communication skills - able to simplify complex topics

·        Experience projecting sales growth goals and clearly presenting those to executives

·        Experience managing pipeline, forecast, and executing sales process.

·        Experience with Salesforce.com.

·        Demonstrable executive level presence and communication skills.

·        Self-motivated team player who has fresh ideas and thrives on team success.

·        Self-starter who takes the initiative to get things done.

·        Travel approximately 33%