GumGum
GumGum is a global technology and media company
Santa Monica, CA
Remote

Director, Customer Success - Sports

Sorry, this job was removed at 12:43 p.m. (PST) on Tuesday, November 10, 2020
Find out who’s hiring remotely
See all Remote jobs
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Sports teams sell hundreds of millions of dollars in sponsorships every year, with brands investing upwards of tens of millions across the globe. In a world driven by analytics, there is more scrutiny than ever as to where every dollar is spent and what represents a good return-on-investment.

GumGum Sports is an AI-powered Sponsorship Measurement Platform (SMP) that analyzes the earned media value that brands generate from their sponsorships across broadcast TV, social media and streaming platforms. Leveraging computer vision technology, we provide the most comprehensive, automated, and accurate measurement software to value sponsorships. Sports teams can provide a 360º view of how their sponsors get value across every digital medium, and sponsors can measure who drives their highest return on investment.
The Director of Customer Success is responsible for developing strategies and practices that will enable our customers to understand the possibilities of the GumGum Sports platform and how to leverage it to maximize their return on investment of sponsorship investments.  As the leader of the Customer Success department, you will elevate a group of Account Managers in developing the onboarding and training practices to ensure that clients successfully launch and ultimately leverage their sponsorship valuation data. 

This position will lead the engagement, success, retention and growth of GumGum Sports’ customers. You and your team will be the voice of the customer while connecting with every function in the organization. You will understand the realities of our customer’s business and innovate on the best way for GumGum Sports to become an integral and impactful part of our clients’  businesses.

Traditionally you will manage a geographically dispersed team based in our Santa Monica, New York, Chicago and London offices. Currently, the team is working remotely from home, as is consistent across GumGum. 

Responsibilities

Team Leadership & Management

  • Develop and lead a team of passionate product enthusiasts, trusted advisors, and customer advocates
  • Attract, develop, and retain top talent
  • Create and maintain a continuous training program, both for new hires and ongoing professional development, for every member of the team

Customer Loyalty Development

  • Ensure that Account Managers understand our customers' objectives in leveraging the GumGum Sports product and, are identifying and partnering with ‘customer champions’ to ensure a successful integration throughout the organization
  • Identify and develop proactive solutions for increasing user adoption
  • Ensure the Customer Success team evangelizes product improvements to customers through proactive outreach, webinars and other promotional strategies

Customer Care, Growth & Retention

  • Serve as the point of escalation for any complex or intricate customer issues or troubleshooting
  • Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management
  • Define and optimize the life cycle for our customers including processes and touchpoints from implementation to renewal

Voice of the Customer Across GumGum Sports

  • Monitor and report on the progress and ‘health’ of all customers across the organization
  • Partner and collaborate with Sales leadership to develop an account engagement strategy that harmonizes the Customer Success team’s focus on account health, with the focus of the sales team on increasing account revenue
  • Synthesize customer feedback and identify key opportunities based upon Enterprise needs to influence product strategy and direction
  • Collaborate effectively with cross-functional partners (Product, Marketing, Engineering, Operations) to drive success for our Customers and GumGum Sports

Metrics & Reporting

  • Analyze and understand customer churn and work to implement solutions to remedy
  • Deliver regional targets and key metrics through operational excellence

Education

  • Bachelor's Degree or equivalent experience required

Experience

  • 7+ years of experience in Customer Success or related roles including 5+ years in customer facing leadership roles ideally within a B2B SAAS organization.  Demonstrated achievement in leading and managing SAAS customer success and/or account management teams and customer relationships 
  • Experience developing and driving customer success and account management practices, processes and structures that deliver on business outcomes across a global organization
  • It is a plus if you have developed relationships with key Sports industry decision makers 

Skills

  • Thrive in a customer setting, actively seeking out opportunities to network and connect with customers 
  • Proactive, with ability to self-direct through multiple concurrent projects
  • High sense of urgency, driven with ability to understand and prioritize initiatives
  • Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
  • Strong verbal, interpersonal and written communication skills; comfortable presenting to executive teams and key stakeholders.
  • Leadership skills and the ability to provide daily coaching and feedback to direct reports
  • A proven track record of aligning team members, processes, and systems to drive customer loyalty
  • A focus on outcomes with the strong ability  to drive team goals to align with company goals
  • Experience implementing and using a Customer Success software tool a plus

Personal Attributes

  • Ability to act as an evangelist for the product in market, capturing the hearts and minds of influential decision makers 
  • A passion to solve market problems using technology
  • Ability to collaborate and communicate effectively
  • Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
  • Ability to catch the vision and direction of the product and pragmatically execute to deliver results
  • Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information
  • High EQ and excellent interpersonal skills

Benefits & Perks

  • Competitive health, vision and dental benefits
  • Healthcare and dependent care FSA
  • Stock incentive program 
  • Paid parental leave
  • Discounted Pet Health Program
  • Flexible time off and work schedule
  • Commuter perks
  • Stocked kitchen 
  • Dog-friendly HQ office - we love our fur babies!
  • Incredible work/life balance with a collaborative and friendly work space
  • GumGum Gives Back volunteering opportunities

Career & Development Focus 

  • Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
  • Opportunities to pursue business related side projects and yearly Hackathon
  • Highly encouraged to contribute to open source software, including our own open source software
  • Environment of learning from peers, including meetups, presentations and blog posts
  • Opportunity to work with cutting edge technology
  • Life Skills sessions - geared towards the whole life/ health / person
  • Leadership Bites Dinner Series - connecting current and future GumGum leaders over great food and meaningful conversation
  • Women of GumGum - a community of women across our global organization aimed at empowering one another

*Please note that we are not currently accepting candidates from recruiting agencies or 3rd parties.* 

____________________________________________________________

WE INVITE YOU TO LEARN MORE ABOUT GUMGUM!

Our Values…

Be Thoughtful 

We listen to understand different perspectives, show everyone respect, and relentlessly seek solutions for our clients (internal and external).

Have Agility

We are quick, nimble, and change direction gracefully, while maintaining control.

Show Grit

We bring energy and perseverance to everything we do.


Our Team… 

At GumGum, we innovate. Our two divisions, Advertising and Sports, are powered by expansive, sophisticated AI-driven marketing and analytics solutions. Our vision is clear: We want to use our proprietary technology to solve the hard problems across the media industry. As a company, we celebrate kindness, resilience, the courage to think outside the box and the importance of having fun. All of our internal operations and decisions are undertaken with complete transparency, with a highly accessible executive, leadership team. For GumGummers, we believe in providing all the necessary tools, resources and guidance needed for them to excel. And, they do excel. 


Our Tech…

GumGum is constantly evolving to be at the forefront of computer vision and machine learning advancements. With nearly 10 years experience, we use our proprietary image recognition technology to deliver highly engaging, contextually relevant ad experiences across premium publishers all over the world. 


Our Products & Services…

Our Advertising business serves contextual marketing messages in line with content users are actively engaged with. 

Our Sports business helps marketers and rights holders understand the full media value of their sponsorship investments across broadcast and social media. And we deliver on brand safety by leveraging our AI to detect unsafe text and imagery, allowing us to deliver ads in brand safe, contextually relevant environments.


Our Hackathons…

What’s a Hackathon? We’re glad you asked. Our employees split into teams and spend 48 hours ‘hacking’ together before presenting their ideas to our executive team. It’s a chance for anyone within our company to showcase the visions they want to bring to fruition.


Our Culture…

GumGum recently earned LA’s Best Places to Work Award 2020 and Inc. Magazine’s Best Places to work in 2020, and it’s no surprise why. With company-sponsored social hours, annual holiday celebrations and on-site gatherings, GumGummers enjoy a fun, creative and collaborative workplace. We provide ourselves on our strong track record of giving employees the autonomy and support they need to succeed.  

Oh, and doggies…

We love our dogs so much, we even have an Instagram dedicated to them! Follow us: @dogsofgumgum

In Addition...

About GumGum

Careers at GumGum

GumGum Women in Tech Panel - Living a Balanced Life

Women of GumGum Around the World

Innovators in Esports Content

Sponsorship Targeting with Visual Intelligence

GumGum Sports - Sizzle Reel - 2019 (EMEA)

GumGum - LinkedIn 

GumGum Advertising

GumGum Sports

Forbes


See More
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

What are GumGum Perks + Benefits

GumGum Benefits Overview

Benefits should work as hard as you do. We offer comprehensive employee benefits, so you’re ready for anything including:
-Medical, Dental, and Vision coverage including 100% premium coverage for employee + spouse/family
-Flexible Spending Accounts (FSA)
-Dependent Care FSA
-Short-Term and Long-Term Disability
-Paid Parental Leave - Birth parents up to 16-18 weeks. Non-birth parents up to 10 weeks
-Transitional Return-to-Work Schedule from Parental Leave
-Modern Family Support and Resources
-Employer-Matched 401(k) Retirement Plan
-Life Insurance and AD&D
-Stock Incentive Program (role dependent)
-Employee Assistance Program
-Legal and Identity Theft Protection
-Student Loan Repayment Assistance
-Work From Home Stipend
-Wellness Reimbursement
-Flexible Time Off (Unlimited PTO)
-Paid Volunteer Time Off
-Veterinary Discounts (Pet friendly organization - we love our fur babies! IG: @dogsofgumgum)
-Bereavement and Pet Bereavement Leave
-WeWork monthly pass
-GumGum Gives Back volunteering/social impact opportunities
-Virtual and in-person company events/celebrations
-Anniversary recognition and awards
-Business Travel Accident Insurance
-Summer Fridays

Culture
Volunteer in local community
GumGum has a program called "Quarterly Causes" which focuses the power of the GumGum community on making an impact in one charitable cause each quarter including food banks, beach clean up, etc.
Partners with nonprofits
GumGum partners with HomeBoy Industries, The Trevor Project, The Ali Forney Center, Sparkle, The National Transgender Community (UK), Crisis in Ukraine, etc. GirlsWhoCode, She Jumps, Black Girls Code.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Summer hours
President's club
Flexible work schedule
GumGum provides employees with a flexible work schedule that includes flexible start and end times.
Remote work program
GumGum operates in a work from home virtual environment, and does not require employees to go into the office on a daily basis moving forward
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
GumGum provides the following throughout the year: -Mandatory unconscious bias training -Inclusive interview training -Feedback workshops to minimize bias
Diversity employee resource groups
-Women of GumGum -LGBTQIA+ -Parents -#GG-Moms -HOLA (Hispanic Or Latinx) -BET (Black Excellence in Tech)
Hiring practices that promote diversity
GumGum provides "Conscious Inclusion in Hiring Practices", a training developed for hiring managers to ensure that leaders have a new and mindful perspective on creating inclusion
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can set aside a portion of their paychecks, pretax, to cover eligible out-of-pocket healthcare and commuter expenses up to the annual IRS limits.
Disability insurance
GumGum provides disability benefits at no cost to employees. Employees may receive a portion of their salary while they are disabled and unable to work.
Dental insurance
GumGum's dental plan includes 100% premium coverage for employee + spouse/family.
Vision insurance
GumGum's vision plan includes 100% premium coverage for employee + spouse/family.
Health insurance
GumGum's health insurance plan with United Healthcare includes 4 plans, one covering 100% premium coverage for employee + spouse/family. Eligible the 1st of month following your start date.
Life insurance
Employees are provided with coverage at 1x salary up to $200,000 at no cost to them. Employees also have the option to purchase supplemental insurance for themselves, their spouses and/or child.
Pet insurance
GumGum provides two pet discount programs available to employees at no extra cost which offers discounts on brand-name prescriptions and preventatives.
Wellness programs
Employees are eligible to expense up to $55 per month for gym memberships, fitness classes, personal training, counseling, massage, acupuncture, and chiropractic care.
Team workouts
GumGum offers monthly virtual fitness classes via our GumGum Fit program.
Mental health benefits
GumGum has a Wellness Program offering various programming each month along with 3 free confidential support and guidance services each year via EAP. GumGum also offers "Summer Fridays."
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
GumGum offers a 4 year vesting schedule with 25% after 1 year.
Performance bonus
Role dependent
Charitable contribution matching
GumGum matches employee contribution via our "Quarterly Causes" program.
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
GumGum offers Dependent Care FSA and partners with Maven Family Support to provide reimbursements for certain family building expenses.
Generous parental leave
Birth parents can receive up to 16 - 18 weeks for birth recovery and baby bonding. Non-birth parents will receive up to 10 weeks for baby bonding, along with a "Transitional Return to Work" schedule.
Family medical leave
Adoption Assistance
GumGum partners with Maven Family Support for Fertility & Family Building towards adoption, including expense reimbursement.
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
2 days of VTO available to US, regular team members (separate from FTO) for participation in community service, quarterly cause initiatives, pro-bono initiatives, mentorship programs, etc.
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
GumGum offers FSA towards commute.
Company-sponsored outings
Includes bi-weekly wellness experiences, which include virtual sound baths and mediations, to in-person events like mixers, team-building activities, and dinners with our leaders.
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
We love our dogs in the office!
Fitness stipend
GumGum reimburses up to $55/month for any health and fitness activities.
Home-office stipend for remote employees
GumGum offers $55/month home office stipend
Professional Development Benefits
Job training & conferences
Tuition reimbursement
GumGum offers a tuition contribution plan of at least $50/month via Sofi. Employees who have been with GumGum 4+ years can opt in for a contribution plan of $200/month.
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Paid industry certifications

Additional Perks + Benefits

Life Skills for Gummies is a program that was was launched by our PeopleOps team as a learning series focused around everyday life skills! Our CEO actually pitched this program as he wanted to offer courses to Gummers that help with everyday life (outside of the workplace). Topics range from money management to nutrition, meditation, buying a home, stocks & investments, urban gardening, etc. This program has seen extreme success and we are constantly surveying employees to offer classes that resonate with them!

More Jobs at GumGum

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about GumGumFind similar jobs like this