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Director, Customer Success
Advertising Industry Company
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
Company Overview
Marketing Evolution is a place where innovative marketing minds, advanced data science, and visionary technology meet. We offer software and strategic consulting services to help leading marketers plan, measure, and continuously improve their performance and unlock ROI.
Position Overview
Directors are a critical linchpin on the Marketing Evolution team, as they oversee and guide the work efforts we execute with our customers. Directors lead the daily communications and relationships with clients, and coordinate across internal team members in Customer Success, Modeling and Analytics, and Product Development. Ultimately, Directors are responsible for driving high-quality work that produces true insights and recommendations that tie to measurable client value (vs. simply delivering “data”).
Key characteristics of a strong Director include:
• Excellent communication (both verbal and written), interpersonal, and managerial skills.
• Ability to analyze and interpret complex sets of data and information and turn them into actionable insights for customers; superior ability to display complex data and information in an easy-to-understand manner.
• Strives to be a positive mentor / coach and role model to their team members, playing an active role in developing their growth.
• A sense of urgency in executing work, sometimes under tight deadlines, and the ability to multi-task.
• Relentless attention to detail and accuracy.
• Strong project management skills and the ability to lead a cross-functional team.
• An ongoing desire to go beyond project-specific work, be innovative, and bring new ideas to the table to improve the overall data management and analytics process.
• 5-10 years of experience; 4+ years of management consulting or marketing analytics experience ideal.
While media and / or analytics experience is certainly a plus, more than anything we are looking for extremely smart, intellectually curious, highly motivated team members that fit well within our fun team and working environment.
Responsibilities
The Director’s general responsibility is to manage the team of people performing day-to-day execution of multiple software and analytics projects. Some specific responsibilities include:
Customer Relationship Management
• Own day-to-day customer relationships and deliver increased marketing ROI for the engagement.
• Lead customer conversations and presentations with the goal to gain trusted ongoing relationships with customer and agency teams.
• Develop personal credibility with key customer stakeholders by understanding their organization and assisting in their success.
• Support Executives and Customer Success leadership in developing trusted customer relationships.
Leads the way in driving usage, adoption and advocacy of the Marketing Evolution Software platform at every step in the relationship
• Train customers on how to use our software, drive their engagement, and monitor usage.
• Act as a “hub leader” by coordinating between team members, setting priorities, and ensuring that everyone is communicating openly, all while fostering a positive team culture.
• Oversee project timeline and roadmap; ensure the project logistics are on track by guiding account executive’s project management; be a hands-on project manager when complex situations arise.
• Translate customer questions into product feedback and a learning agenda
• Maintain high standards for accuracy
• Develop a deep understanding of our software, becoming an expert user and learning its inner workings and nuances
• Take ownership over all of the software and analytics delivered to customer
Management Responsibilities
• Develop team member careers effectively so that junior team members become equipped to move from Account Executive (AE) to Senior AE, and from Senior AE to Manager.
• Manage team members so that skillsets are matched to appropriate tasks and timelines are managed within the team to execute against customer expectations.
• Manage “upwards” to involve AVPs, VPs, C-level staff and sales teams at appropriate points throughout a project to troubleshoot, help over-service customers, and effectively run the team.
Company Building Responsibilities
• Participate in or own innovative firm-building activities / efforts: the further advancement of Marketing Evolution as a market leader and great company depends on the contribution of all its team members. We expect individuals at all levels of the organization to help define and participate in these efforts.
Metrics for Success
• All employees have annual career growth goals based on their position and core skills/development areas; all Customer Success team members receive performance reviews bi-annually.
• Customer satisfaction and the ability to form long-lasting customer relationships is a measure of success for our entire company.
• Ability to recognize and implement strategies or processes to improve efficiency, while maintaining flawless project execution
Marketing Evolution Cultural Values
We seek candidates who are excited to work at a company with the following cultural values:
• Disrupt the norm: Cherish the opportunity to find better ways to do things, regardless of how disruptive or initially painful it might be.
• Dissent then execute: Raise issues and fixes in the planning stage, but when it’s time to execute, execute diligently and without reservation.
• Test and learn: When developing new processes or features, link it to a hypothesis, and evaluate that hypothesis without bias.
• Nothing is impossible: Imagine what’s possible and then have the discipline to execute it. One without the other is not valuable.
• Defect is treasure: Every mistake is an opportunity for the organization to learn and make improvements.
• Share success: Given how hard it is to promote change in our industry, celebrate each success along the way.
How to Apply
Please send a copy of your resume and cover letter to:
___@___(apply_to_show_email)