This job listing expired on Nov 1, 2020
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Who We are

Enthusiast Gaming (TSX: EGLX) (OTCQB: ENGMF)(FSE: 2AV) is building the world’s largest platform of communities for gamers and esports fans. Already the largest gaming platform in North America and the United Kingdom, the Company’s business is comprised of three main pillars: Media, Entertainment and Esports. Enthusiast Gaming’s digital media platform includes approximately 100 gaming related websites and 1,000 YouTube channels which collectively generate 4.2 billion views monthly. Enthusiast Gaming’s esports division, Luminosity Gaming, is a leading global esports franchise that consists of 7 professional esports teams under ownership and management, including the Vancouver Titans Overwatch team and the Seattle Surge Call of Duty team. Collectively, the integrated ecosystem reaches over 300 million gaming enthusiasts on a monthly basis.

We are currently seeking a Director of Customer Success, as DCS, you will build and lead the customer success team, including Account Managers, PreSales, and Reporting Team. The Customer Success team will help drive the presales and post sales to ensure EG customers have a successful campaign with a positive experience. If you are truly passionate about customer advocacy and have a proven track record to talk about, then apply for this opportunity to unequivocally help our customers and furthermore, directly impact Enthusiast Gamings overall success and growth.

What You Will Do:

  • Set the overall vision and strategic plan for the Account Management organization, focusing on driving customer success, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, new product ideation and customer experience
  • Lead the creative and ideation assessment as part of the pre sales process
  • Influence future lifetime value through higher customer services, customer satisfaction and overall campaign success
  • Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the team and customers
  • Drive operational practices to track performance of teams and individuals
  • Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes: Successful Campaigns
  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • This role is focused on pre-sales and customer success management and is not a technical support-related role.

Requirements

  • 7 - 10 years of management experience leading teams in media
  • 5 years experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • 3 years experience leading managers of teams in a SaaS or Publisher Business
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency

What We Offer

This is your opportunity to join our collaborative team in our newly renovated office at Yonge & Eglinton, just steps away from the Subway and surrounded by diverse restaurants, cafes, pubs, and beautiful parks. We offer access to group health & dental benefits, and a Goodlife gym membership (conveniently located next door!) We anticipate continued growth over the coming years, which will provide tremendous opportunity for you to grow with us.

Enthusiast Gaming is an equal opportunity employer. We welcome and encourage applications from people with disabilities. If you require an accommodation, please notify us and we will work with you to meet your needs.