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Client Success Director
Internet Industry Company
Munich, , Germany
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About Company
At Company, our vision is creating the world’s smartest network of customers, brands and retailers.
Each month, more than one-half billion consumers view and share authentic opinions, questions and experiences about tens of millions of products in our network. Our technology platform gives leading brands and retailers solutions that enable them to engage with consumers wherever they shop – online, in-store or on their mobile devices. Headquartered in Austin, Texas, Company has offices across North America and Europe.
Why join Company?
We’re committed to client success: There are over 5K brand and retail websites in the Company network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.
We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.
Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.
We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.
Who We Want
Job Overview:
This is an account management role and as our Client Success Director (CSD), you will own the long-term relationship with a number of key brands and retailers in our German and Continental European region. Your core focus when consulting with clients will include:
• Developing a deep understanding of the client business and their priorities.
• Working with them to develop a strategic and innovative Social Commerce programme that will drive measurable success.
• Analysing your clients’ business goals and matching these with the most impactful Company activity – and partnering with the different teams internally to deliver on this.
• Responsible for securing renewal of annual license and expanding license and professional services revenue at allocated accounts
• Navigate complex, dynamic organizational structures to identify and build effective relationships with key stakeholders and influencers, creating champions from execution through C-level.
Is this opportunity a good fit for you?
Company are client-obsessed and as the job title suggest, this is a heavily client-orientated role so we’re expecting you to possess the same passion and drive too! Firstly, you’ll be responsible for owning a portfolio of circa 30 accounts, so you must have a highly disciplined and organised approach to servicing clients and prioritising your day-to-day work. You’ll be someone who can build trust and rapport when developing and owning client relationships through phone, emails and in-person meetings. This role is autonomous in that you’ll be able to manage your own time around clients’ availability.
You’ll love discovering the clients’ internal business success metrics and be able to advise, influence, and define key ROI measurements. This will include recommending strategies and tactics to achieve the results desired by your clients. You will ensure that your clients stay on track in their execution of their success plans, so educating and helping them understand the value they are receiving from Company’s solutions is essential. This also includes consulting clients to promote and leverage customer-generation content for their websites and other channels (online and offline).
Moreover, you’ll also be a very strong planner and be able to look 6 months ahead of each client’s contract renewal and facilitate that process. You’ll be proactive in identifying and advocating opportunities to expand the
scope of Company’s footprint within the client’s business. Finally, you’ll also advocate internally for client needs within Company and ensure your individual customer achievements are recognised internally too.
Summary
This role is vital in ensuring we forge on going and excellent strategic relationships with our clients. You are going to be working in the vibrant and exciting area of social commerce with some of the world’s leading brands. If you have the relevant experience and up for this new challenge, please apply today!
Skills and Experience Necessary for the Role
The key things we are going to be looking in your CV and assessing you on are:
Essential:
• University degree or similar.
• Native/fluent German and English.
• Ability to navigate and build champions across complex client organisations and personalise the strategy you set to fit their needs.
• Significant experience in account management, ideally within software, research, online and/ or other marketing/ e-commerce technologies or significant experience in driving digital driven programs on the client side of business.
• Customer-centric with a focus on delivering value (KPIs definition tracking).
• Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations.
• Proven ability to work in an objective based environment while prioritising and managing workload across multiple accounts concurrently.
• Industry knowledge in any of the following: retail, manufacturing, consumer electronics, CPG, media or financial services.
• Entrepreneurial spirit with great sense of autonomy while working from a remote office.
• Outstanding oral, written, and presentation skills. Coupled with public speaking experience (executive level audience).
• Travel: about 40% of your time will be spent travelling to meet with clients – predominantly in the UK and including some Nordic travel.
• Attention to detail, highly organised, with an absolute focus on quality of work.
• Full authorisation to work in Germany with no restrictions, sponsorship will not be provided.
Nice to have:
• Fluent Dutch or French language skills a plus, but not an essential.
• Marketing and /or ecommerce program management experience.
• Knowledge of and/ or previous experience with the kind of brands/ retailers that Company work with.
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