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Director of Customer Success Enterprise

Company: Advertising & PR, Boston, MA
Location: Boston
Posted on: July 20, 2018

Job Description:

Director of Customer Success, Enterprise

The Company Customer Success team is looking for a Director of Customer Success to join the team, owning the management and growth of strategic Enterprise Customers.

Do you love the balance of navigating high-level strategic conversations and rolling up your sleeves to dig into complex strategy development Have you worked with customers in the past who regularly refer to you as their ‘favorite X’ (tech partner, consultant, vendor, agency, etc.) Do you thrive in a rapidly changing environment where the team strives to be 1% better everyday If the answer to these questions was an emphatic ‘YES,’ then you'll find this role rewarding. You will focus primarily on developing and building trusted relationships with your cohort of Company customers, outlining and building the strategic playbook for leveraging the Company platform and team to hit KPIs. You will spearhead customer expansion opportunities, ensure partnership renewals, and influence customer growth of scope with Company. Roles & Responsibilities: Serve as primary POC for strategic cohort of Enterprise customers Develop and own relationships with senior and relevant parties at each assigned customer Develop and implement long and short-term strategies for ongoing adoption among partners Provide ongoing consultation to promote sustained success using Company for data and content-oriented Marketing strategies Evangelize success to drive expansion to new teams/markets and up-sell of features/usage Lead planning of Account Expansion and customer contract renewals in partnership with Company Sales Team Contribute to internal creation and adoption of playbook for Enterprise Partners Manage a team of CSM(s) and Content Specialist(s) Coordinate with Client Engineers & Operations to implement all tech specifications (campaign creation, optimization, reporting, etc.) Work closely with the Product team in developing and enhancing the suite of Company platforms and tools based on enterprise client feedback and opportunities identified in the marketplace
Qualifications: 7-10 years experience in the MarTech or AdTech industry Demonstrated ability to think strategically, solve complex problems and deliver high quality work Strong understanding of the data and marketing landscape, along with relevant marketing technologies Demonstrated ability to recognize expansion and up-sell opportunities and drive renewals Excellent verbal and written presentation skills Excellent communication skills both with clients and internal teams Self-starter with strong personal initiative Eagerness to embody “Team First” mentality Strong experience in quantitative analysis of marketing results Demonstrated ability to think both Big Picture and tactfully with the ability to translate between the two depending on the audience Ability to prioritize and execute multiple tasks while working under tight deadlines Strong proficiency in MS Office, Google Docs, Google Analytics, Data and Analysis Reporting, PPT, Keynote Willingness to travel (20% of the time) Willingness to have fun and innovate in the best tech culture in Boston (Source: Timmy Award)

Keywords: Advertising & PR, Boston, MA, Cranston, Director of Customer Success Enterprise, Executive, Boston, Rhode Island

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