Sandvine – Director of Customer Success, Canada

09/18/2022
$100,000 - $200,000 / year
Application ends: 11/30/2022
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Job Description

Director of Customer Success NA will provide Sandvine customers and partners with proactive, personalized care for Sandvine products to maximize the value they receive from their Sandvine solutions while enhancing overall performance to exceed targets and business outcomes. DCS will provide consistent communication and information at every stage and will be a single point of contact for the customer. 

Director of Customer Success NA will engage being the continuous voice of the customer/partner across all the functional domains of Sandvine.  The DCS will ensure the strategic needs of customer/partners are being included as part of a comprehensive plan with short and long-term goals for each function; examples are product features or project scope deliverables.  This will be agreed and endorsed by the customer and reviewed during Quarterly Business Reviews.

The Job

  • Provide a single point of contact for all Sandvine’s Customer Success Program deliverables and initiatives.
  • Establishes and maintains strong, trusted relationships with assigned customer account(s).
  • Primary responsibility is to understand the customer’s project roadmap and desired use case scenarios.
  • Act as a customer’s personal advocate within Sandvine, echoing customer’s needs into the wider organization.
  • Generate a strategic plan based on the customer/partner plans with short and long terms goals/milestones of success and ensure they are achieving them.
  • Work closely with product management to ensure that feedback form the customer is incorporated into the product roadmap. Educate and promote best practices for leveraging Sandvine solutions based on assigned customer’s unique experiences and challenges.
  • Meet the desired outcome of high-level key objectives as follows:
    • Sandvine Solution consumption, adoption – Value Add (Use Cases + Value Added Services)
    • Customer Satisfaction, Retention and Loyalty
    • Add-on Services up-sell in alignment with Sales
    • Customer testimonial and reference able Executive engagement
    • Provides the customers with regular reporting on items including open issues, case trends, network planning, any agreed metrics, and tactical or strategic network improvements.
    • Develop, evaluate, and implement strategies to gather and respond to customer’s feedback.
    • Be highly attentive to customer sentiment, having a robust process for measuring CSAT to be implemented and reported to the executive teams for awareness and action. The executive team and sponsor will assist with a very hands-on approach to resolve and instill confidence in the Sandvine products and shared journey opportunities.
    • Administer training seminars on-site with strategic accounts.
    • Provide customer program management, incident management, change management and escalation management. Organizing and supporting resources in the field to triage customer issues. Serve as the primary contact within Sandvine for getting issues resolved.
    • Provide insight regularly to respective Regional Director Customer Technical Support of the current state of the customer relationship with assigned account(s).
    • Provide direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes.
    • Collaborates with sales and support groups to demonstrate value of Sandvine solutions to client and identify opportunities for expanded business. Work with Sandvine Customer Technical Support and other functions to fine-tune customer service and support requirements; this tight relationship ensures that current and future needs are met through effective planning of upgrades, maintenance windows, additions, moves, changes, and any network remediation requirements, as well as any customer/partner training requirements and ongoing Sandvine Professional Services projects.
    • Develop, evaluate, and implement strategies to gather and respond to customer’s feedback.
    • Work with cross-functional teams to align customer interests with business objectives and drive action plans to closure.
    • Provide direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and Sandvine thereby simplifying processes.
    • Manages supervision of customer success activities globally:
      • Holds regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provides a status on current technical issues. Compile monthly operational and health reports, presenting them to customer’s key stakeholders.
      • Governance of coordination of QBRs and ongoing customer presentations and meetings
      • Responsible towards regional RVPs and Head of CS Engineering for Premium support and SG 18 initiatives
      • Primarily accountable towards Pam Dullaghan (VP Global Strategic Customer Success) leading the Global Strategic Customer Success Organisation
    • May manage projects/programs for Sandvine Professional Services to maximize the delivery efficiency of Sandvine solutions and maximize the operational stability based on collaborating with operational and project teams of the customer and Sandvine teams.
    • May get involved or manage PoC, project and rollout in the network to ensure service quality and sustainability.

What Skills You Bring

  • Showcase 5 years + knowledge of the industry type this CSM position is for.
  • 5 to 10 years applicable experience; management experience required
  • Ideal candidate will have served as a
  • Support-level knowledge of HP Quality Center ALM, UFT, and associated Add-Ins
  • High level understanding of technology infrastructure, security concepts and platforms
  • Understanding of technology infrastructure, security concepts and platforms
  • Knowledge of Windows, Linux, Networking, Load Balancing, Firewalls and Virtual Machines
  • Programming skill in a common software language
  • Skills in a scripting language

About Sandvine

Sandvine, the App QoE company, helps network service providers deliver highest quality experience to consumers and enterprises. The company develops best-in-class solutions that analyze, optimize and monetize OTT application traffic going through the networks. With contextual machine learning-based insights and real-time actions, Sandvine has become a global leader in Application Quality of Experience (QoE).

As part of this innovative and exciting company, you will drive innovation in app-driven cloud and hybrid solutions designed to accelerate time-to-value across network planning, engineering and operations. Join the team and contribute to what makes Sandvine unique in the market: superior App QoE.

What Can You Expect From Us 

  • Competitive compensation plan
  • Flexible working hours – in some roles work from home
  • Employee development including training programs and mentorship
  • Career development and advancement opportunities
  • International travel opportunities – we are a global company.

 
Thank-you for your interest in Sandvine. While we’re not able to reach out to everyone who applies, we will contact you if your skills and experience are a match for the role. Otherwise, we’ll keep your resume in case there is a match with future opportunities.
In the meantime, if you want to learn more about life at Sandvine, follow us on Twitter (@Sandvine) and Facebook (Facebook.com/Sandvine).
Sandvine is committed to supporting a culture of inclusion, diversity and accessibility to employment for all.   We are proud to operate as an equal opportunity employer.

-The Sandvine Global Talent Acquisition Team