Senior Customer Success Director

Salary depends on experience
Posted on 11/16/17
Scottsdale, AZ
5 - 7 years experience
Online Advertising & Marketing Services
Salary depends on experience
Posted on 11/16/17

Position Summary

The Senior Customer Success Director is a multi-faceted role which involves a strong focus on ongoing client management, growth, relationship building and network satisfaction. Sr. Customer Success Director's at WBN are responsible for partnering with various team members to define the strategy and implementation of technology driven marketing solutions while serving as a trusted, strategic advisor to our clients. Sr. Customer Success Directors will work directly with C-level and key personnel contacts within their assigned book of business to ensure retention, satisfaction and growth across all accounts. As a Sr. Customer Success Director you will be responsible for managing National Enterprise Multi-Location or Franchise accounts with an annualized book of business of approximately $5M+.

Responsibilities

  • Responsible for performance, retention, growth, corporate satisfaction, and network satisfaction of assigned accounts
  • Build and maintain deep, long-term relationships with corporate C-level contacts and key personnel
  • Provide proactive and routine communication with corporate and conduct regular account reviews to ensure client satisfaction with performance, products and services
  • Proactive management and communication on key KPIs with deep understanding of KPI drivers to further drive success or address potential problems
  • Identify client risks, design and implement remediation plan and own remediation process to resolution
  • Utilize Centermark analysis to provide business insights and uncover areas of opportunity and growth
  • Develop deep understanding of client's industry, business model and business objectives
  • Drive and implement client specific strategy based on client's needs and business goals to maximize ROI and full potential of WBN offerings
  • Make recommendations on what will work best for franchise accounts and multi-location businesses leveraging industry knowledge, trends and best practices
  • Serve as an extension of clients internal marketing department as a trusted, strategic partner
  • Properly leverage internal resources for delegation and account support including Associate Customer Success Directors
  • Provide mentorship and guidance to location level support to ensure network satisfaction and success and provide professional development opportunities
  • Monitor and report on WBN performance against network service level agreements and flag/remediate potential issues
  • In depth understanding of digital marketing landscape and ongoing research for application with clients
  • Manage projects across accounts to ensure timely and accurate delivery of services
  • Plan, organize and attend client in-person events, regional and annual conferences/conventions, quarterly business reviews and other ad hoc events as needed

Qualifications

  • Track record of being a solution oriented individual who has successfully developed/deployed program improvements
  • Past experience to managing complex cross-department projects
  • Experienced in handling escalation conversations with both corporate and local contacts
  • Previously managed a book of business with high revenue impact
  • Ability to scope accurate Statements of Work that properly outlines deliverables for client projects
  • DigitalMarketing expertise in PPC, SEO, Email Marketing, Social Advertising, Display
  • Enterprise sales and services experience working with VP and C-Level Executives
  • Strong interpersonal skills and ability to build rapport
  • Minimum of 5+ years of relevant work experience
  • Bachelor's Degree (preferred with concentration in Marketing)
  • Digital marketing experiencerequired
  • Certified Google Advertising Professional
  • SAASexperiencepreferred

17-294

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.