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Vice President, Customer Success
2 months ago
2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, 31st Union, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us. 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.
Our team of engineers, artists, writers, data scientists, producers, problem solvers and doers, are the professional tech integration stewards of our growing library of critically-acclaimed franchises such as NBA 2K, 2K PGA, BioShock, Borderlands, Tiny Tina's Wonderlands, Mafia, Sid Meier’s Civilization, WWE 2K, and XCOM.
At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work We encourage ALL applicants to explore our global positions, even if they don’t meet every requirement for the role. If you're interested in the job and think you would provide the value we need, we encourage you to apply
What We Need
The Vice President of Customer Success reports to the SVP of Shared Development Studios and owns the customer journey of our valued players. This role is pivotal in addressing potential frustration that our customers are experiencing and delivering a world class customer service experience. This role requires a leader who excels in championing the needs of the customer and evolving the services that we offer to those customers.
What You’ll Do
Partner with our game studios to provide the voice of the customer to help improve the quality of our games.
Lead, empower and inspire the CS team focused on customer experience and service solutions.
Participate in project planning, and early stage estimation to influence reduced ticket generation.
Collaborate with the test organization to optimize the reporting and resolution of outstanding issues.
Responsible for establishing what good looks like, and help the teams realize what great is.
Lead the effort to research new technologies to continually improve our service offerings.
Champion desired customer success outcomes by aiding CS agents, helping to improve resolution rates.
Summarize and report to our partners / executive team on key ticket drivers / themes.
Lead the CS strategy by enhancing KPIs, Customer Metrics, CSAT, and First Contact Resolution ratios.
Evolve the group so that it is an integral part of the companies customer retention strategy.
What Makes A Great Fit
10+ years previous work experience as a Customer Service professional.
5+ years in a leadership role as a people focused mentor and lead.
A high level of intellectual curiosity, an entrepreneurial approach to leadership, and a deep understanding of customer sentiment drivers.
A desire to drive excellence by implementing and managing the day-to-day operations of the customer success team, with a strong focus on solving player issues, driving up CSAT scores, and identifying future product deflections.
The ability to influence Dev culture and an aim to keep communication channels as transparent as possible.
Experience creating impactful processes to identify and develop talent within the Customer Success department.
Successful track record of establishing and leading multi-location operations.
Demonstrated capability balancing business needs with the creative needs of our products and deliver the highest quality service to our customers.
A passion to build a team that views Customer Success as a tool to turn a less than ideal situations into a positive situation.
As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the application or interview process, to perform their crucial job functions, and to receive other benefits and privileges of employment. Please contact us if reasonable accommodation are needed.
Please note that 2K and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, we only use 2K.com accounts.
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