Director, Product Delivery (US)

Technical Proficiency:

• Technical Troubleshooting Skills: Quickly diagnose and resolve technical issues, in partnership with the Solutions Architect, Product, and Engineering teams, minimizing downtime for customers.
• Familiarity with Customer Tech Stacks: Utilize knowledge of media measurement tools, APIs, clean rooms/data warehouses, ETLs (Extract, Transform, Load), SQL, Python, and cloud services like AWS, Azure, and Google Cloud.

Strategic Vision and Leadership:

• Strategic Vision: Develop and implement a strategic vision for the Product Delivery team, in partnership with the VP, International Client Strategy, aligning it with the company’s overall goals and objectives.
• Leadership: Inspire and lead the Product Delivery team, fostering a culture of excellence, collaboration, and continuous improvement.
• Cross-Functional Alignment: Collaborate with Sales, Business Development, Product, Marketing, and Engineering to integrate customer success initiatives into the company strategy.

Advanced Industry Knowledge:

• Industry Trends: Stay updated on industry trends, competitive landscape, and emerging technologies in media, measurement, and data services.
• Thought Leadership: Represent Samba TV at industry events, and contribute to thought leadership content.

Organizational Management:

• Team Development: Recruit, train, and mentor a high-performing Product Delivery team.
• Performance Management: Set and review performance goals and KPIs, including upsell and cross-sell targets, providing feedback and coaching.
• Resource Allocation: Efficiently allocate resources to meet customer needs effectively.

Customer Advocacy and Relationship Management:

• Executive Sponsorship: Build and maintain strong relationships with key customer executives through in-person relationship building and strategic conversations.
• Customer Feedback: Gather and analyze customer feedback to inform product development.
• Escalation Management: Oversee swift resolution of major customer issues

Operational Excellence:

• Process Improvement: Develop and refine processes, tools, and systems for the Product Delivery team.
• Metrics and Reporting: Establish metrics and reporting mechanisms to track customer success, team performance, and upsell/cross-sell outcomes.
• Scalability: Implement scalable processes to support growth and ensure consistent service quality.

Analytical and Data-Driven Decision Making:

• Data Utilization: Leverage data analytics to inform strategic decisions and understand customer behavior.
• Revenue Focused: Align activities with measurable business outcomes such as customer retention, expansion, and satisfaction. Identify upselling and cross-selling opportunities to drive revenue growth from the current client portfolio.

Innovation and Change Management:

• Innovation Leadership: Foster a culture of innovation within the team, encouraging new ideas to improve customer success.
• Change Management: Lead change initiatives within the Product Delivery team and across the organization.

Collaboration and Communication:

• Internal Collaboration: Facilitate communication between Product Delivery and other departments to ensure a unified approach to customer satisfaction.
• Stakeholder Communication: Clearly communicate the vision, strategy, and performance of the Product Delivery function to internal and external stakeholders.

Qualifications:

• Experience: Minimum of 8-10 years in Product Management, Customer Success, Account Management, or a related field, with at least 3-5 years in a leadership role.
• Industry Knowledge: Expertise in media measurement, TV measurement and data services having worked at other AdTech, Measurement and MarTech companies.
• Leadership Skills: Proven track record of building and leading high-performing teams.
• Communication Skills: Exceptional communication and interpersonal skills.
• Analytical Skills: Proficiency in data analysis and performance metrics.
• Revenue Focused: Experience renewing, upselling, cross-selling into current clients.
• Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or equivalent advanced degree preferred.

Personal Attributes:

• Visionary Thinking: Ability to think strategically and envision the future of the Product Delivery function.
• Resilience and Adaptability: Strong ability to navigate and lead through changing market conditions.
• Empathy and Emotional Intelligence: High level of empathy and emotional intelligence to understand and respond to the needs of customers and team members.