VP Video Customer Success

Job Description:Avid Dir/VP Customer OperationsOur Customer’s Success is Our Success.Avid will provide an excellent support infrastructure which allows our employees to maximize their customer service and Avid will maintain an optimum resource mix to maximize our overall customer service.The Dir/VP of Customer Success Operations is responsible for establishing a world class infrastructure of process, tools and resource management that allow the Customer Success Delivery teams to provide maximum attention to our customers. Establishes and reports on Avid Customer Success metrics, including operational and financial. Provides support sales reporting and performance metrics. Oversees the Avid NPS Customer Loyalty Program and secures cross functional adoption of appropriate action plans to bring us to the top of the market within a two year horizon. Has direct responsibility for Avid Customer Success process and benchmarking of Avid CS via the SCP framework. Works closely with the CS Delivery and IT teams to ensure an effective CRM launch and for ongoing tuning. Works closely with Marketing, IT, the CS Delivery teams and our customers to ensure an effective online customer experience for support and community activities. Implements and monitors the Support Product Development Lifecycle program.This includes working with the CS Delivery and Product teams to establish a common framework for support’s participation from the very initial design stages thru the End of Life of a product. Works with the CS Delivery teams to prepare and implement a Resource Management plan which includes vendor selection and management of outsourced resources and consolidation of regional teams where appropriate. Prepares and exceeds annual Support Operations Plan which achieves a best in class performance level over a two year horizon. Embraces and guides organization in effective application of Avid’s strategic principles and beliefs. This position is based in Tewksbury MA and requires frequent travel to other Avid support locations. Skills/Experience: Creative, strategic thinker with a strong global business background. Proven global experience in overseeing implementation of support tools. Proven global experience in assessment and program management of best practice review and implementation plans; successful prior global SCP experience required. Collaborative leadership style able to forge relationships with customers, peers and employees.Effective decision maker. Strong support operational experience, has “walked the talk” and has credibility with support professionals and customers alike. Significant prior support leadership experience. *Dir/VP based on qualifications and experience of selected candidate.

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Job Experience:See Above.Expected Travel Time: None