Head of Customer Operations

Magine Pro is looking for an eager up and coming Head of Customer Operations with a passion for serving customers in the B2B video streaming business (i.e. TV4Play, Netflix like services), in particular, operating a state of the art SaaS Platform & Applications.

We believe that the Head of Customer Operations plays a critical role in ensuring that customers derive maximum value from our service and become as successful as possible.

Where:

• Stockholm – Hybrid (~3 days a week in the office)

Your role:

The bigger picture looks something like this:

• To support & grow staff within the team
• To develop and nurture customer relationships
• To drive customer generated value from our product portfolio
• Set and follow up on KPI for Customer Support and Success

• Collaborate with Sales, Product, and Engineering to align customer success initiatives with business targets
• Engage with, and monitor customer sentiment to understand their needs, challenges, and goals
• Communicate customer feedback (needs, challenges, and goals) to product and platform, engineering and marketing, to drive product improvements and to align our initiatives to said feedback under viable financial conditions
• Set, implement and iterate on processess to successfully adopt and integrate our products into customer workflows, ensuring customers receive value early on
• Analys customer data to identify trends, patterns, and opportunities for improvement in customer engagement and satisfaction
• Develop and execute a customer success strategy. This includes setting customer success metrics, goals, and initiatives
• Lead and support a team of your own, including hiring talent, drive team
  culture, and mentor/coach team members
• Develop the department and the way we work

As you can see, this is both a strategic, as well as an operational role. We are big enough, and we’ve been around long enough, to have structure and a need to look beyond tomorrow. But the department is at the same time small enough to warrant an ”all hands on the deck” approach, where everyone pitches in, including the leaders.

We value potential; the ability to learn quickly, take ownership and execute on initiatives are more important than seniority.

What can we offer? If you’re looking for a position where you’re asked to pitch in with ideas, rather than just following in the footsteps of others, if you want a team that empowers and supports you, and if you want to bring the best out of people, then we have something for you. In this position you report into the CEO and you’re a part of our leadership team.

Who you are:

• You get things done thanks to your curiosity and willingness to dig deep.
  • You’re used to owning all (or the majority) of the aspects related to customer success.
  • If you’re that hungry and up and coming individual, then we’d like for you to have experience of handling all (or the majority) of the aspects mentioned above.
• You are not scared, nor have too much pride to help when and where needed.
• You use English in a very professional way to articulate and argue as to your products advantages, but you also know that the key to successful communication is to listen.

Experience:

• A relevant bachelor’s degree (if you have significant and relevant work experience instead, that’s fine too)
• About 5 – 8 years of prior experience in customer-facing roles is essential. This could include roles in customer support, account management, sales, or customer success
• At least 3-5 years of experience working in a SaaS industry or a similar technology-driven environment. Familiarity with SaaS products, business models, and customer needs is important
• Direct experience in customer success management or a leadership positions within a SaaS company will be viewed positively, but not as essential
• A keen interest in leading others, including, setting goals, and mentoring staff
• A customer-centric mindset, empathy, and strong problem-solving skills

Experience from using the following tools will be positive (some are good-to-know, while others are need-to-know):

• Customer Service Tools & Processes (i.e. Freshdesk)
• Knowledge Tools (i.e. Guru)
• SW Development Tools (i.e. Jira)
• Payment Gateway & Billing Tools (i.e. Stripe / Adyen)
• App Stores (i.e. Apple, Google Play)
• Email Marketing Tools (Mailchimp/Mandrill)
• Infrastructure Platforms (AWS etc are nice to have)
• Passion for Video Streaming Services

Working at Magine Pro:

At Magine, we’re dedicated to connecting fantastic video to audiences in any corner of the globe. We partner with creators and distributors to enable them through every aspect of setting up their own OTT / video streaming service.

We’re passionate about great content and our mission is to help great video content reach audiences around the world.

We are a diverse group where everyone is equal and all ideas and opinions count. Flexibility in working and mind are important to be a part of a team in which change is, and will, happen constantly. Sounds exciting? We think so and we are looking for more talented people to join our team.

We offer an attractive salary, occupational pension and insurance plan, health care benefits, flexible work hours, a vibrant office setting in central Stockholm – plus 30 days of paid vacation. We offer the possibility to work remotely, but we also appreciate hanging out with our colleagues, so every now and then we expect all team members to meet up at the office.

Interested in joining Magine Pro?
Do not wait – do not hesitate – apply below now!

You must have a Swedish Visa / European working permit. No relocation package is offered.