Director, Digital & Media Customer Success

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* Position Summary:

** The Director, Digital & Media Customer Success leads a team responsible for developing customer relationships that promote retention and loyalty, working cross-functionally with product, sales and operations teams on the customer's behalf to ensure a high degree of satisfaction with the services they receive, and improve on areas of dissatisfaction.

** Primary Accountabilities:
*** Build executive level relationships across one or multiple accounts while providing strategy on how our products lead to our client's success
* Design and implement business processes and systems to scale our Customer Success team
* Serve as an escalation point for internal and external inquiries
* Produce strategic account plans and annual budgets and manage to monthly P&L targets
* Establish a trusted/strategic advisor relationship with our clients and continue to drive value of our products throughout the client relationship
* Oversee training and onboarding of customer teams, ensuring strong adoption and ongoing engagement
* Implement commercial planning and leverage retailer’s assets to facilitate advertising and offer-based revenue
* Participate in building and deployment of best practices to ensure customers are realizing the maximum benefit from the company's products and services
* Lead quarterly business review (Q ) meetings
* Manage successful renewal cycles
* Identify quality-improving and feature enhancement requests
* Leverage usage patterns and business trends to gain insights, provide guidance and increase satisfaction
* Collaborate with sales team to share customer insights that inform upsell/cross sell opportunities and deliver the best service
* Provide expert customer insight to product teams on innovation and improvement opportunities for user experience, product features, and customer engagement processes to ensure rapid adoption, greater usage, and high renewal and referral rates
* Demonstrate great communication skills, setting the example and expectation for your team; lead by example
* Performs other duties as assigned
* Complies with all policies and standards
* Bachelors required
* 10+ years of progressive experience establishing and leading a Customer Success team within a marketing or advertising technology firm; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position required
* Proven track record of leading engagements and delivering positive outcomes for large enterprise retail customers
* Experience managing a team of direct and indirect reports.
* Digital media, in-store media, e-Commerce software, analytics and business operations knowledge required
* Experience working to promote value through customer experience
* Exceptional ability to communicate and foster positive business relationships.
* Process analysis and optimization experience required
* ** Integrity:
** Able to communicate well in straight-forward situations.
* ** Teamwork:
** Advanced communication skills used to lead a team.
* ** Adaptable:
** Arrives at a conclusion based on previous experiences and good judgment.
* ** Innovative:
** Arrives at decision using analytical thought.
* ** Curious:
** Assesses circumstances using experience and a variety of information gathered.
* ** Analytical and Critical Thinking:
** Communicates using persuasion and authority.
* ** Problem Solving:
** Completes routine and repetitive tasks where tasks are straightforward.
* Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
* Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
* Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and…