Harmonic
Director of Customer Success
Harmonic, San Jose, California, United States, 95199
Harmonic
is the worldwide leader in virtualized broadband solutions. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling cable operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at
www.harmonicinc.com .
Role DescriptionWe are looking for a Director of Customer Success to join our Broadband Sales Team. You will provide leadership, mentorship and assistance to Harmonic’s Broadband CSM team who is responsible for developing a positive customer experience and fostering healthy working relationships. They act as a bridge between the support and the sales team.You will provide ongoing support to our clients and network with them.You should be able to contribute to building relationships and implementing new programs that will increase business’ revenue potential and minimize churn rates.Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.You will report to the Senior Vice President, Customer Experience. You will be based in the United States.
LocationRemote – this position is 100% Remote anywhere in the US
What you will be doing:Executing strategic customer success initiatives, leveraging analytical insights to identify opportunities for process improvement and customer satisfaction enhancement.Collaborating with cross-functional teams to ensure alignment with organizational goals.Directing and mentoring the Customer Success team, fostering a culture of accountability, innovation, and continuous improvement. Providing guidance on best practices, customer engagement strategies, and effective use of analytical tools for performance management.Overseeing escalations for assigned accounts and team’s accounts.Building programs to support team in KPI attainment, customer adoption and growth with customer delight in mind and by continuously improving net retention and key metrics.Promoting the value of the product.Upselling services and products with the brand image.Promoting value through customer experience.Creating training courses and educational materials.
What you should have:Proven leadership experience within Customer Success Management.Experience in owning customer escalations and outcomes.Experience working with MSOs and promoting value through customer experience.Exceptional ability to communicate and foster positive business relationships.Technical skills required, as they relate to the use of the product or service.Strong sense of self awareness and accountability.Experience in managing a diverse group and training each other according to company standards.A communications or marketing degree is preferred.
TravelYou are required to travel periodically.
Pay & BenefitsFor this role, the estimated base salary range is between $130,000 - $150,000. The actual base salary will vary based on various factors, including market, location and individual qualifications objectively assessed during the interview process.
Diversity, Equality, and Inclusion at Harmonic IncAt Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
Additional Equal Opportunity StatementHarmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact
hrhelp.nam@harmonicinc.com .
#J-18808-Ljbffr
is the worldwide leader in virtualized broadband solutions. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling cable operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at
www.harmonicinc.com .
Role DescriptionWe are looking for a Director of Customer Success to join our Broadband Sales Team. You will provide leadership, mentorship and assistance to Harmonic’s Broadband CSM team who is responsible for developing a positive customer experience and fostering healthy working relationships. They act as a bridge between the support and the sales team.You will provide ongoing support to our clients and network with them.You should be able to contribute to building relationships and implementing new programs that will increase business’ revenue potential and minimize churn rates.Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.You will report to the Senior Vice President, Customer Experience. You will be based in the United States.
LocationRemote – this position is 100% Remote anywhere in the US
What you will be doing:Executing strategic customer success initiatives, leveraging analytical insights to identify opportunities for process improvement and customer satisfaction enhancement.Collaborating with cross-functional teams to ensure alignment with organizational goals.Directing and mentoring the Customer Success team, fostering a culture of accountability, innovation, and continuous improvement. Providing guidance on best practices, customer engagement strategies, and effective use of analytical tools for performance management.Overseeing escalations for assigned accounts and team’s accounts.Building programs to support team in KPI attainment, customer adoption and growth with customer delight in mind and by continuously improving net retention and key metrics.Promoting the value of the product.Upselling services and products with the brand image.Promoting value through customer experience.Creating training courses and educational materials.
What you should have:Proven leadership experience within Customer Success Management.Experience in owning customer escalations and outcomes.Experience working with MSOs and promoting value through customer experience.Exceptional ability to communicate and foster positive business relationships.Technical skills required, as they relate to the use of the product or service.Strong sense of self awareness and accountability.Experience in managing a diverse group and training each other according to company standards.A communications or marketing degree is preferred.
TravelYou are required to travel periodically.
Pay & BenefitsFor this role, the estimated base salary range is between $130,000 - $150,000. The actual base salary will vary based on various factors, including market, location and individual qualifications objectively assessed during the interview process.
Diversity, Equality, and Inclusion at Harmonic IncAt Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
Additional Equal Opportunity StatementHarmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact
hrhelp.nam@harmonicinc.com .
#J-18808-Ljbffr