Director, Client Success

5 - 7 years experience  • 

Salary depends on experience
Posted on 03/21/18
Shelton, CT
5 - 7 years experience
Salary depends on experience
Posted on 03/21/18

Director, Client Success

BrandShop’s Director of Client Success maintains and builds account relationships with clients under their management, with a primary objective of adding value to the client while increasing profitable revenue to BrandShop. This role will lead internal teams to create, propose and deliver innovative digital commerce strategies specific to each client’s objectives.

What you’ll do:

  • Serve as the relationship point-of-contact between BrandShop and clients
  • Be extremely client-centric and responsive, partnering with both clients directly and the Store Operations team to ensure overall client satisfaction/NPS
  • Develop, cultivate and manage strong, ongoing relationships with clients, business partners, and internal BrandShop team-members
  • Listen to and distill clients’ needs, objectives and concerns, and translate them into relevant, impactful e-commerce and marketing solutions
  • Communicate clearly, consistently and frequently with clients.
  • Provide insights and feedback to clients on a regular basis to ensure BrandShop is recognized as a value-added partner
  • Track and sharee-commerce and retail industry trends as well as competitive landscape information
  • Collaborate with all internal BrandShop team-members to design, develop and deliver on valuable e-commerce and marketing solutions for clients
  • Partner closely with Store Ops counterpart(s) to ensure effective, efficient delivery of all programs, campaigns, & solutions
  • Communicate clearly and concisely across departments to ensure all are aligned and up to date on client situations, needs, expectations and upcoming activity
  • Identify opportunities to increase revenue with clients through regular strategic planning for active client engagements, while also discovering/creating new, innovative solutions and initiatives beyond current activity
  • Prepare and deliver written proposals and presentations to clients, effectively selling the value of the solutions and getting the client to agree to move forward
  • Prepare and deliver reporting and insights to clients regularly throughout the year and as requested; delivered on-time in proper format with value-added insights and recommended strategies for improvement/growth
  • Respond to any problems or issues with a sense of urgency and collaborate effectively to solve issues quickly leveraging sound business decisions
  • Oversee the development, scheduling, and delivery of client projects, working closely with the Store Operations team to ensure on-time and accurate delivery
  • Update CEO regularly on the status of all client relationships and engagements, including any issues, problems or concerns

The skills you’ll need to succeed:

  • Bachelor’s degree in related field
  • 5+ years of experience as an account manager/executive
  • Proven experience in digital/e-commerce and developing and executing client service relationships
  • Strong relationship, analytic and project management skills
  • Strong verbal and written communication skills, including the ability to effectively interface with all levels of clients and within the company
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