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Director, Customer Success
Comcast
Seattle, WA, United States
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Responsible for the portfolio of services (professional services and customer support services) associated with products contained within the product line of theVideoPlatform' from Comcast Technology Solutions. theVideoPlatform consists of a suite of software-based video management, publishing and workflow orchestration services powering the needs of content programmers, Multichannel Video Programming Distributors (MVPDs), and Over The Top (OTT) TV providers. This role will be responsible for strategy, roadmap, development, delivery, and lifecycle management of the portfolio. This role collaborates closely with Product Management, Program Management, Engineering, Customer Success, Marketing, Sales, Finance, Legal, and ultimately our customers.
Core Responsibilities:
• Serves as the 'voice of the customer' ensuring all current and future product needs are met. Customer perspective will be informed through extensive direct collaboration with customers, partners, internal Sales teams, and the delivery organization.
• Establishes overall product vision/strategy including defining the product roadmap and establishes overall product direction and development priorities. Develops business cases and associated ROI models for new product development initiatives and collaborates with Program Management to ensure customer requirements are accurately translated into product/feature specifications.
• Partners with Sales, Program Managmeent and other key stakeholders elicit product requirements and other supporting product development documentation including user stories and methods & procedures. Manages customer feedback to ensure required changes are incorporated into the product roadmap. Proactively seeks continuous feature and process improvements.
• Collaborates closely with engineering, product development and Finance to develop and own the underlying cost and economic models for the platform and associated feature sets.
• Owns product pricing strategy and collaborates with other Product owners to develop cohesive bundling and merchandising models.
• Partners with corporate Marketing team to define the overall go-to-market strategy and to directly author and develop required product marketing deliverables and collateral.
• Supports execution of product launches and go-to-market activities.
• Supports complex sales proposal and solution development.
• Develops key relationships across the ecosystem and is a recognized thought leader; represents the business at key industry conferences and participates in relevant industry working groups.
• Develops strategies for targeting new adjacent markets/customers.
• Works directly with Engineering and Operations to support capacity planning, product/feature development, and implement operational support frameworks to optimize the customer experience.
• Supports the budget and resource forecasting process.
• Interfaces directly with Legal to develop and maintain contract templates and mutually acceptable customer agreements.
• Other duties and responsibilities as assigned.
Qualifications:
• 10+ years experience in product management.
• 5+ years hands on experience managing all phases of product management lifecycle in an agile development environment.
• 3+ years product development experience with large-scale customer-facing technology products.
• Exposure to end-to-end product development lifecycle including ideation, definition, development, acceptance testing, and operations using an agile software development methodology like Scrum, Kanban, XP, TDD, RAD, etc.
• Exposure to UX development and UX definition of customer experiences.
• Proven ability to internalize and represent the 'voice of the customer' throughout the product lifecycle and deliver on the defined end-to-end customer experience quickly grasps customer needs and understands dynamic new markets.
• Broad set of general management skills; ability to work intuitively across all core business disciplines including Sales, Finance, Marketing, Legal, Product Development and Engineering & Operations.
• Strong quantitative, analytical facility with deep expertise analyzing data to develop cost models, forecasting, organizing data sets and other spreadsheet-based data models to drive informed decisions.
• Proven project management skills and ability to execute on complex initiatives and deliver on time, on budget and consistent with overriding strategies relies on a practical, deliberate approach to manage his or her work as well as others in a matrix environment.
• Entrepreneurial self-starter with a natural inclination towards and strong ability to partner and collaborate; must be a team player with ability to work effectively across multiple stakeholders and disciplines.
• Highly self-organized with proven ability to prioritize activities and manage deliverables to completion in a high-pressure environment. Consistent exercise of independent judgment and discretion in matters of significance.
• Ability to manage deadlines, handle ambiguity, multi-task and quickly shift from one task to another.
• Possess high integrity, proven judgment and a strong work ethic.
Education Level: Bachelors Degree or Equivalent or advanced degree (e.g. MBA)
Field of Study: Business, Engineering, Computer Science or Information Technology majors preferred
Certifications: None required
Years Experience: 10+ overall years related experience
Compliance: Comcast is an EEO/AA
Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer