Sr. Director, Customer Success

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Sr. Director of Customer Success is a strategic thinker that will lead, develop, coach, and motivate three distinct and high-performing functional groups within their organization: Programmatic Buying, Customer Success and the Billing, AR and Collections team.
The Sr. Director role is responsible for supporting a4's internal and external customers through the creation and execution of standardized processes, policies, and SLAs that support client/revenue growth and retention.
This role is critical to ensuring the sales organization delivers exceptional results to our clients, by building and maintaining a solid support structure and identifying and implementing operational efficiencies related to training, process development and platform management, all with the goal of providing excellent customer service internally and externally.
Responsibilities

• Oversee the centralized Customer Success Team that will build standards and ensure consistency across all a4 Sales divisions with a focus on revenue growth and retention.
• Establish sales support workflow consistencies by documenting and distributing process guidelines.
• Facilitate implementation of processes to improve sales support where necessary.
• Document specific data entry and process guidelines to ensure client information is properly captured for reporting and client marketing.
• Prepare and present status of SLAs and other KPIs to senior management with confidence, transparency, and future recommendations.
• Update sales support process guidelines when new products and processes are introduced.
• Work closely with sales management, traffic and other departments to receive and address feedback.
• Facilitate and coordinate sales support training when necessary.

Qualifications

• B.S. in Marketing, Advertising, Finance or equivalent experience preferred
• 5+ years of Management experience with increased responsibilities in leading diverse, hybrid teams through a fast-paced sales environment
• Proven ability to lead a large, multi-functional work group
• Experience leading sales support teams in a customer/market facing role
• Strong track record of managing both day to day needs and strategic needs of a sales team to help grow and retain revenue; ad sales experience preferred
• Knowledge of modern customer relationship management (CRM) systems & reporting tools; experience with Salesforce.com preferred
• Demonstrated success in the management of multiple simultaneous projects.
• Solid oral and written communication skills, including strong and confident executive presence
• Superior organizational skills and exceptional attention to detail
• Experience working with traffic teams and familiarity with traffic procedures a plus
• Experience in AR, Billing, C&C required
• Experience in Programmatic buying across all devices and formats
• Experience with other aspects of digital advertising including Paid Search, Social, Ad Serving and advanced site analytics
• Microsoft Office proficiency required - PowerPoint, Word, Microsoft Excel
• Novar and Strata (or related sales/order entry/traffic systems) preferred

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $183,600.00 - $233,400.00 /year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty