Director, Digital & Media Customer Success
Inmar Intelligence
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $123,579 - $205,965 per year
Job Level
About the role
- 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 (QBR) 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
Requirements
- 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
Benefits
- Medical, Dental, and Vision insurance
- Basic and Supplemental Life Insurance options
- 401(k) retirement plans with company match
- Health Spending Accounts (HSA/FSA)
- Flexible time off and 11 paid holidays
- Family-building benefits, including Maternity, Adoption, and Parental Leave
- Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
- Wellness and Mental Health counseling services
- Concierge and work/life support resources
- Adoption Assistance Reimbursement
- Perks and discount programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business process designcustomer success managementP&L managementcommercial planningprocess analysisoptimizationanalyticse-Commerce softwaredigital mediain-store media
Soft Skills
communicationrelationship buildingleadershipteam managementstrategic advisingcollaborationcustomer insightproblem-solvingtrainingengagement
Certifications
Bachelor's degree