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Senior Customer Success Director
web.com
Jacksonville, FL, United States
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Position Summary
Job Summary:
The Customer Success Director is a multi-faceted role which involves a strong focus on ongoing client management, growth, relationship building and network satisfaction. Customer Success Director's at WBN are responsible for partnering with various team members to define the strategy and implementation of technology driven marketing solutions while serving as a trusted, strategic advisor to our clients. Customer Success Directors will work directly with C-level and key personnel contacts within their assigned book of business to ensure retention, satisfaction and growth across all accounts. As a Customer Success Director you will be responsible for managing National Enterprise Multi-Location or Franchise accounts with an annualized book of business of approximately $2.5M - $4M.
Job Responsibilities:
• Responsible for performance, retention, growth, corporate satisfaction, and network satisfaction of assigned accounts
• Build and maintain deep, long-term relationships with corporate C-level contacts and key personnel
• Maintain routine communication with corporate and conduct regular account reviews to ensure client satisfaction with performance, products and services
• Identify client risks, design and implement remediation plan and own remediation process to resolution
• Utilize Centermark analysis to provide business insights and uncover areas of opportunity and growth
• Drive and implement client specific strategy to maximize ROI and full potential of WBN offerings
• Make recommendations on what will work best for franchise accounts and multi-location businesses leveraging industry knowledge, trends and best practices
• Serve as an extension of clients internal marketing department as a trusted, strategic partner
• Properly leverage internal resources for delegation and account support
• Provide mentorship and guidance to location level support to ensure network satisfaction and success
• In depth understanding of digital marketing landscape and ongoing research for application with clients
• Manage projects across accounts to ensure timely and accurate delivery of services
• Plan, organize and attend client in-person events, regional and annual conferences/conventions, and quarterly business reviews
Job Qualifications / Experience Requirements:
• Experienced in interfacing with executive level contacts and comfortable in a presentation setting
• Track record of being a solution oriented individual who has successfully developed/deployed program improvements
• Past experience to managing complex cross-department projects
• Experienced in handling escalation conversations with both corporate and local contacts
• Previously managed a book of business with high revenue impact
• Ability to scope accurate Statements of Work that properly outlines deliverables for client projects
• Digital Marketing expertise in PPC, SEO, Email Marketing, Social Advertising, Display
• Enterprise sales and services experience working with VP and C-Level Executives
• Strong interpersonal skills and ability to build rapport