Proudly recognized as having one of the country’s Most Admired Corporate Cultures, Cineplex employs approximately 13,000 people in its offices across Canada and the United States. 

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Cineplex Digital Media (CDM), a growth division of Cineplex Entertainment, is an industry-leading experience agency built for retailers by retailers.  CDM helps brands make every one of their in-store impressions worth more, by meaningfully connecting them with their consumers and driving revenue through digital signage solutions. We partner with some of the most recognizable global brands in verticals ranging from Quick Service Restaurants and Financial Institutions, to Retail and DOOH media. CDM’s leadership stems from its expertise in developing experience-based digital design strategies, customized creative assets, innovative software products and end-to-end customer support.  It’s unique in its approach to data-driven creative and content, ensuring brands are more relevant to their consumers and helping them to create new revenue models.

 

CDM consists of 190 employees across three office locations: Waterloo, London and Toronto. Over the last few years they’ve transitioned from a content management software company to a Media and AdTech company where data is at the core. 

 

How Will I Make An Impact?

 

As the VP, Customer Success, you will have an exciting opportunity to help assess the current state, define what’s next, and move the organization to that future entity. CDM is looking to continue to scale their operations to support their existing growth and prepare for what’s to come. 

 

You’ll work cross-functionally to design the best customer success journey across the organization including solution design & configuration, deployment & delivery, daily operational management and client performance reporting. The Customer Success organization includes: Global Customer & Technical Support, Technical Account Management, Partner Enablement & Training, and Service Assurance. 

 

You’ll have a critical influence on the company, services delivery strategy and product roadmap. The role reports to the SVP Technology & Operations, and you’ll have a seat at the leadership table to influence business and customer delivery direction with your insight into the customer landscape.

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How Do I Know If This Is For Me?

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• You’re looking for an opportunity to build a team and create a world-class customer experience.

• You have a demonstrated track record of proactively spearheading and building improvements and infrastructure inside a customer success driven organization with multiple internal and external stakeholders/partners. 

• You enjoy staying current and executing on the industry’s best practices for managed service solutions. 

• You thrive in rapid paced, continuously changing environments.

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Do I Have What It Takes? (Requirements)

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• You have 10+ years of relevant customer success and client support leadership experience - including leading the strategy + technical execution. 

• You have experience leading technical teams focused on Customer Success

• You have experience managing a 7x24 multilingual help desk and field support (ideally with software, hardware and network support), and can integrate with client-based L1 help desks. 

• You have experience with SaaS operations, Dev Ops culture, data center and monitoring strategies.

• You have owned partner enablement and support for the delivery of services globally (including break fix, on-site support, RMA process, inventory management & logistics, spare pool management, warranty services management, etc.).

• You have been responsible for customer and partner contract negotiations as related to service level offerings and agreements.

• You have experience establishing service and support pricing and delivery strategies.

• You have experience establishing, monitoring and reporting on applicable KPI’s, including real-time customer satisfaction (CSAT, NPS, etc),

• You are proficient at budget planning, resource planning, and management.

• You have established strong relationships with peer groups to align on operational processes- including internal sales, business development, product management, engineering, marketing, IT, etc. 

• You are an advocate for how to best train and enable customers and partners. 

• You are an inspirational leader - you love being able to level-up your team and mentor others.

• You have a passion for technology, customers, driving change and being part of a fast-growing company.