Talespin is building the platform to transform talent development and skill alignment for the future of work. Our spatial computing products deliver a new standard for learning and workforce data, empowering organizations and individuals to make better talent and career decisions. 

The LiveOps Program Manager will provide direct operational leadership and oversight of a critical, high-growth function of the account deployment and management (Customer Success function). This person will work with other Product, Customer Success, Sales, and company leaders to provide an exceptional customer experience across the Talespin product suite after the sales cycle is closed. This person will be tasked with providing strategic and consultative account management expertise to a portfolio of customers, while driving revenue growth, revenue retention, and operational efficiency initiatives to improve customer health, product adoption, and customer retention.  This individual will report to our VP Customer Success with a dotted line reporting relationship to Talespin’s Product Manager for Runway (and, over time, oversee a high-growth team of LiveOps deployment specialists).

You’ll oversee the deployment and on-going live support of these solutions and run mission control for live events, producing a stable experience for our clients and coordinating an orchestra of on-call engineers behind the scenes to deliver a smooth clients in the face of the changing requirements and the unknown.

You’ll work with the internal development teams to keep up to date on the latest changes to our software, communicating the needs of clients and the problems they have run into to our development teams, and providing real time feedback. You will work with QA to ensure that bugs and problems are swiftly addressed on the client’s behalf. You’ll be forward thinking, identifying improvements in our processes for supporting our clients, and always on the hunt to find new ways to level up the process for integration of our technology for clients.

In this role, you’ll provide a framework and structure to the LiveOps team, and work with our product/engineering teams to define best practices, and to craft and maintain the policies and procedures needed to ensure smooth live operations support.You’ll identify and implement the tools, policies, and procedures required for running a world class LiveOps team (monitoring, metrics, alerting, ticketing, etc) to keep or clients’ training deployments running smoothly 24/7/365.

Our goal is to deliver best in class customer experiences while driving revenue, product adoption, and being as operationally efficient and effective as possible. The LiveOps Program Manager will be responsible for driving success across the Talespin product suite throughout his/her portfolio of accounts through exceptional people and operational leadership, and focus on customer empathy and success. Each of his/her direct reports will manage a book of business, and be responsible for identifying and closing on revenue growth opportunities for those customers (upsells), retaining that revenue and preventing customer churn, ensuring success across those product wins (adoption), leading strategic discussions with his/her customers to align business objectives with growth goals, and building trust and rapport across their portfolio to be the go-to and market leader within the XR training sphere. The ideal candidate will be a proven exceptional people manager adept at navigating a complex cross-functional landscape, possess a keen ability to empathize with and garner quick trust from customers, be a strong internal and external advocate for those customers, and have a proven track record of leading customer-facing teams through rapid change and transition. In addition, developing, socializing, and gaining alignment on innovative and strategic approaches to solve and plan for customer success is paramount. The ideal candidate is a hungry learner who gravitates towards issue ownership, accountability, and leadership. Talespin is a rapidly-evolving and growing technology company that demands high performance and quick thinking and action from its managers. This is a hands-on position that requires both strategic and tactical approaches and capabilities.

KEY RESPONSIBILITIES

• Exceed monthly, quarterly, and annual revenue (upsell and retention), customer happiness, and product adoption goals for specified account portfolios managed
• Constantly identify new and improved ways to deliver delight across our product suite
• Develop and implement innovative ways to work smarter, work happier, and drive employee delight
• Act as the high-level point of escalation/contact for customer concerns
• Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc) throughout our client portfolio through regular pipeline reviews, close-the-gap initiatives, and campaigns
• Collaborate cross-functionally with other departments to drive the highest levels of customer success throughout the organization and to our customers
• Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more
• Help drive an evolving company-wide culture of customer centricity

KEY REQUIREMENTS / SUCCESS FACTORS

• 5+ years in customer success or sales functions
• 3+ years experience successfully leading & managing teams, ideally of 7+ staff
• Must have worked for a high growth technology company
•  Experience in SaaS or supporting hybrid hardware/software deployments to clients a significant plus
• Minimum four-year college degree from an accredited institution
• Extensive experience leading large cross-functional initiatives
• Excellent communication, interpersonal and writing skills
• Love for developing people in a transition environment
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
• Strong project management skills and an ability to multitask without getting frazzled
• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically
• Value and thrive in an environment of learning and interacting with high-capability, high-energy people

Travel

30-50% travel, primarily local during the business day, although some projects may require more out-of-the-area and overnight travel