This job has expired, please see additional jobs below
Director of Client Success
Internet Industry Company
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Director of Client Success - Company DMP
Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
The Solutions Director of Client Success (DCS) is a detail-oriented, disciplined, proactive problem-solver and relationship-builder. The DCS reports to the VP, Professional Services and leads the team of Client Success Managers (CSMs) as a 'player-coach'. This means the DCS both manages the team of CSMs and leads select client relationships in a CSM capacity. (See the CSM job description for CSM-specific responsibilities.)
Collaboration with area and functional leaders within Solutions as well as with other departments is key to success in the role. In addition to collaborating closely with the heads of Client Insights and Analytics (CIA), Support, Field Enablement and Solutions Operations, the DCS will develop and deepen working relationships with colleagues in Finance, HR, Legal, Product and Sales.
Client Management:
• Oversee account-level engagement of the CSM team. Coaches team members to analyze client questions & situations within his/her portfolio of accounts. Develop a broader plan to address any problematic areas.
• Ensure deployment projects run to plan, identify risks and work with CSMs to develop mitigation plans, and take appropriate action as issues or delays arise.
• Serve as first level of escalation in cases when relationship issues develop. Engages with senior client contacts to ensure scope creep and management is controlled, serving as point of escalation, managing difficult client situations & communications.
• Work with sales and operations to ensure renewals are completed in a timely manner.
• Shepherd company-level client engagement across the CSM team including promotion of webinars and Krux events (e.g., Data Matters).
• Ensure Change Orders are executed as appropriate.
• Synthesize product issues and opportunities across accounts and work with Support, Product and Engineering colleagues to drive to resolution.
Team Management:
• In close collaboration with the Director of Solutions Operations, drive the staffing and resource planning process for the CSM team.
• Ensure client engagements are staffed in a timely manner, balancing client desires and staff development need.
• Drive team operations (e.g., time tracking, project status updates, client health assessments, NPS) in alignment with the overall company, Solutions and Professional Services business rhythm.
• Lead CSM recruiting in collaboration with HR and in line with approved resource plans. Own all HR processes for the CSM team including (but not limited to) weekly 1:1s, quarterly merit and annual bonus reviews, V2Mom review, and growth & development plans.
Building for Scale:
• Define/refine and rollout 'success plays', playbooks and best practices that the CSM team will use to meet client needs, deliver positive ROI and deepen relationship.
• Establish and refine a daily, weekly and quarterly operating rhythm for CSMs to ensure appropriate, proactive client engagement.
• Utilize data from client engagement tools to identify training opportunities and work with Field Enablement to address.
• Identify patterns that indicate opportunity for process improvement and develop adjustments to core CSM processes to capitalize on those opportunities.
Financial management:
• Drive on-plan management of the CSM team budget through regular check-ins with the Director of Solutions Operations.
• Work with Finance to identify and resolve billing and collections issues.
Success in role requires that the DCS:
• Thrives under deadline pressure
• Is comfortable with ambiguity and able to drive to clarity from ill-formed ideas
• Is passionate about delivering positive client impact and enthusiasm in the team
• Drives others to adhere to and elevate standards of practice
• Brings the business maturity required to keep confidential and sensitive information confidential
• Displays a positive attitude embodied in the ability to drive change in manner that brings people together
• Possesses excellent organization and time management skills
• Effectively balances multiple tasks and priorities while delivering on-time at high-quality
• Demonstrates excellent written and verbal communications skills
• Understands financial reporting and analysis
• Is willing to travel up to 25% of the time
Qualifications:
• 10+ years professional experience including 2+ years in a management position in relevant professional services industry (consulting, technology company and/or agency) required
• 4+ years experience in marketing technology, ad technology and/or DMP technology
• Deep understanding of the martech/adtech/data ecosystem
• Capable user of Microsoft Office, QuickBase, ZenDesk, JIRA
• Bachelor's degree required. Advanced degree a plus but not required
• Spanish language a plus