DIRECTOR,

CUSTOMER SUCCESS

Southfield, MI / Norfolk, CT / Scottsdale, AZ

THE OPPORTUNITY

Our client is the industry leader in incentivized digital engagements and the talented team behind many of the promotions, rebates, and loyalty programs that you likely participate in. Clients consist of Fortune 100 and Fortune 500 brands, promotional agencies, ad agencies, and digital shops.  


We are searching for a Senior Customer Success leader to manage key strategic clients while implementing and executing the Customer Success strategy. Success will be measured in both quality and quantity of work delivered. 

Responsibilities:

  • Drive annual client retainer negotiations, grow client bookings and reduce churn risk of key clients – create strong client advocates 

  • Develop and deliver client proposals, presentations and negotiate SOW terms

  • Align team resources to client side organization to ensure excellent relationship and work product.

  • Develop tools & processes to scale the team and work with other internal stakeholders to constantly improve our products and services

  •  Lead internal and external meetings - taking a proactive approach to remain highly engaged with clients

  • Provide new perspectives and be involved in complex problem solving scenarios; scoping meetings; upsell opportunities

  • Play an active role in client facing meetings, relationships, quarterly business reviews

  • Initiates and delivers client program analysis, industry standards/trends and monitors client competitive environments 

  • Partner with Solution Architect team, Product team & Delivery team to ensure strong customer feedback loop

  • Partner with marketing to establish any necessary account specific marketing opportunities

  • Partner with strategy team to identify value-add needs and ensure program recommendations are rooted in firm reasoning and supportable with historical data/information

  • Develop and maintain annual account plans and present to Senior Leadership Team

  • Partner with finance around measurement & forecasting of growth / retention goals

  • Manage team performance and engagement through established KPIs

WHO YOU ARE

You are a dynamic individual experienced in working with Business Development and Sales. You have been successful in maintaining client relationships and possess the knowledge and skills to understand client solutions and programs offered. You have been recognized for being proactive with a client-centric mindset and strong presentation skills, attention to detail, and exemplifying a culture of respect, trust, and recognition. 

Required Experience:

  • Bachelor’s degree preferred, 10+ years at agency and/or CPG

  • Promotions experience

  • Digital experience

  • Shopper marketing experience 

Job Specifications and Competencies:

  • People management

  • Strong relationships and collaboration with Sales Teams

  • Experience managing and growing accounts

  • Strong data review and analysis skills

  • Strong written and verbal communication skills, ability to present internally and externally  

  • Proficient in MS Word, MS PowerPoint, and MS Excel

  • Experience supporting clients in technology

  • Attention to detail and the ability to multi-task and manage in a fast-paced and deadline driven culture 

  • Ability to work with cross-functional teams in person and in a virtual environments 

  • Travel required (post pandemic)

THE GOOD STUFF

Target salary: up to $120k

 

Benefits:

  • Unlimited PTO

  • Medical, Dental, and Vision insurance

  • Flexible Spending Accounts (FSA) 

  • Employer paid Life and Short-term disability Insurance

  • 401(k) w/ MATCH! And Roth savings options

  • Paid holidays

 

APPLY

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