VP Customer Success - Gaming

  • Sales
  • Los Angeles, United States

VP Customer Success - Gaming

Job description

Customer experience & the video games industry are two of your biggest passions. This should be the mindset for our future VP Customer Success. Do you think this is you? Then continue reading!


Nice to meet you…

We are 5CA. We work with well-known companies in the video games and technology industries to optimize their customer experience (CX). We have done so for the past 20 years and use our experience and best practices to consult with our clients and help execute their CX & support strategy.

 

For our contact center services we use a mix of onsite and remote agents. A highly flexible and dynamic model, which ensures that we can provide our clients with the right foundation to deal with challenging situations. We provide omnichannel support in a wide variety of languages, always using the latest technological innovations like Artificial Intelligence and Machine Learning). We’re not your typical contact center. You won’t find any cubicles here.

 

Headquartered in Utrecht, The Netherlands, we’ve recently opened offices in Orange County, California, with the goal to further strengthen the partnership with our growing client base in the US. 5CA offers a fast-paced, dynamic workplace where every day is different and developments take place over the course of days, not months. 5CA’s culture is shaped by a young and talented workforce hailing from all corners of the globe with a thirst for new and exciting technology and games as the binding factor. The 5CA workforce is a community of gamers, techies, and geeks.

 

5CA has a flat hierarchy and every team member is encouraged to bring out the best in themselves and act beyond the scope of their job description.

 

Who you are

You’re a seasoned professional with in-depth knowledge of video game industry. You are passionate about CX and get a kick from convincing others to put CX strategy top of mind. You understand contact center metrics and know how to turn insights into action to improve the services delivered to your customer(s). You are a team player and have a collaborative mindset. You are able to build strong relationships with your clients (at different levels). You are a strong communicator in English with excellent leadership skills.

 

Why we want you

As VP Customer Success at 5CA you are responsible for account management of a number of strategic clients, with whom you frequently engage about their partnership 5CA. You closely work together with 5CA’s Operations team. You report to our Chief Customer Officer (CCO), based in Utrecht, The Netherlands.

 

You drive collaboration with clients. You understand their strategic needs and develop action plans and projects to fulfil these needs. You’re hands-on, implying that you also help execute these projects and work closely together with available resources to ensure good results.

 

Considering the early stage of 5CA’s presence in the US, we expect you to be in the driver’s seat when it comes to engaging with your clients. You are expected to travel frequently, both domestic and internationally (to visit 5CA’s HQ in The Netherlands and to visit client offices in other regions when deemed necessary). We obviously anticipate growing our US-based client base, and expect you to play a coordinating role to enable this and develop our offices accordingly.

 

TASKS & Responsibilities

  • Responsible for yearly revenue of USD 4-8M per year.
  • Main point of contact for your clients when it comes to strategic & commercial discussions.
  • Develop & maintain Strategic Account Plans for your clients to ensure innovation & growth.
  • Report to the CCO & 5CA MT about the performance and outlook of your accounts.
  • Work closely together with the 5CA Operations team to ensure good alignment between client needs & service delivery. You tackle issues and aim for structural solutions. Client satisfaction is your main goal.
  • Signal areas of improvement within your project(s) and work out plans to sell and implement changes.
  • Develop and maintain expertise on 5CA services and systems.
  • Support sales efforts for potential new clients.
  • Coordinate implementation of new clients/projects.
  • Organize, prepare and lead Quarterly Business Reviews & Strategy Meetings to review performance & trends and determine focus areas & goals for the mid/long term.

Requirements

  • University degree or equivalent.
  • Proven track record working in (or doing business with) the video game industry, preferable from Business Process Outsourcing perspective.
  • Minimum five years of experience with communication on C-level, preferably in a services-oriented business.
  • In-depth knowledge of customer experience & customer service processes & metrics.
  • Living in or willing to relocate to Orange County, CA.
  • Able to work under pressure and deal with changes in a dynamic work environment.
  • Collaborative personality and able to build strong personal relationships.
  • No ‘9 to 5’ mentality. Our business goes on 24/7.
  • Highly proficient in written and spoken English. Additional languages are a plus.
  • Previous experience with Salesforce Service Cloud, Zendesk and/or Helpshift is a big plus.

We offer

  • Good salary with bonus options.
  • Secondary benefits, vacation days and health care plan.
  • A fast growing organization with ambitious A-level clients.
  • An inspiring environment with young, brilliant and creative professionals.