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Team Lead of Customer Success, EMEA at Kaltura
London, GB

DESCRIPTION

Kaltura’s mission is to power any video experience. A recognized leader in the OTT TV (Over-the-top TV), OVP (Online Video Platform), EVP (Education Video Platform) and EVP (Enterprise Video Platform) markets.

Kaltura has emerged as the fastest growing video platform, and as the one with the widest use-case and appeal. Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, in work, and at school. The company is committed to its core values of openness, flexibility, and collaboration, and is the initiator and backer of the world's leading open-source video-management project, which is home to more than 150,000 community members.

Our customers include major service providers and media companies such as Vodafone, HBO, and Warner Bros., leading enterprises such as MetLife, Philips, SAP, Bank of America, and hundreds of global educational institutions, including Harvard, Columbia, NYU and the University of Michigan. 

We like to think of ourselves as a cool, fun and talented group of professionals looking to develop, market and distribute cutting-edge technology that is open source and available to all.

Kaltura is a fast-paced environment where standards are high and initiative is always encouraged. We currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv, and we are growing rapidly including positions all over the world in more locations

 

We are looking for a driven Team Lead of Customer Success, EMEA to lead a team of passionate, hungry, and relationship/sales focused Customer Success Managers, working out of our London and Israel office.

The Team Lead will be a key member of our management and revenue team, reporting to the VP of Customer Success, EMEA & APAC. 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, etc.)

·        Be hands on with your team and with their clients

·        Manage a team of 4+ 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 our 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

·        Analyse 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 team’s top accounts to ensure they are well supported.

REQUIREMENTS

·        5+ years’ 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%