VP, Global Client Services

Comcast • New York, NY

208d • $302,310 - $453,465

About The Position

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we're making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world. Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. We are hiring for a VP, Head of Global Client Services. You will be responsible for overall strategy and management of our client services organization, leading and scaling a global team of 300+ of the best technical professionals (covering solutions engineering, client support, and commercial services) to deliver a flawless customer experience that is the core of FreeWheel's success.

Requirements

• 12+ years of experience in managing, coaching, and growing Technical Service leaders, managers and individual contributors ideally across multiple functional areas within services org.
• Experience leading and scaling globally dispersed customer-facing services teams across a complex product portfolio in a fast-paced technically focused environment.
• Demonstrable experience developing and managing a commercial services strategy and delivery model in partnership with the Commercial account teams.
• Strong, broad knowledge across all aspects of Technical Services practices, processes and technology.
• Outstanding communication and presentation skills, including effectively influencing with business, executive, and technical teams.

Nice To Haves

• Experience in Video/Ad Tech area.
• Demonstrable experience of working closely with peer Product, Commercial and Engineering organizations and leaders.

Responsibilities

• Own and enhance the Client experience by identifying underlying challenges and proactively driving to rapidly resolve issues, increase client satisfaction, and deepen relationships.
• Lead, scale and drive a sustainable, high-performance, motivated Services Team that believes in and delivers enhanced service levels to all Clients.
• Continue to strengthen, improve and optimize Services organization, based on anticipating and consistently meeting customer needs and product changes and requirements.
• Own and enhance all service/business management offerings, in collaboration with Revenue and Product Teams, to deliver on new and renewing contracts.
• Drive operational efficiencies, documentation, tool, and process changes that improve the Services Teams experience.
• Serve as the executive management point for key account escalations and incidents.
• Drive improvements in Freewheel's products, services, and overall customer experience by providing actionable data and insight on customer behaviour and satisfaction levels.
• Partner with Sales by assisting in prospect and pre-sales discussions and presentations about Freewheel's Services offerings.

Benefits

• Base pay dependent on job-related, non-discriminatory factors such as experience.
• Most sales positions are eligible for a Commission under the terms of an applicable plan.
• Most non-sales positions are eligible for a Bonus.
• Best-in-class Benefits to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Broadcasting and Content Providers
• Education Level: Master's degree