Director, Digital & Media Customer Success

Position Summary:
The Director, Digital & Media Customer Success leads a team responsible for developing customer relationships that promote retention and loyalty, working cross-functionally with product, sales and operations teams on the customer's behalf to ensure a high degree of satisfaction with the services they receive, and improve on areas of dissatisfaction.

Primary Accountabilities:

• 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

Key Measures of Success:

• On time deployment of customers
• Customer product usage
• Support response times
• Qualitative feedback
• Customer retention and renewals
• Management of customer P&L to top and bottom line targets

Additional Responsibilities:

• Performs other duties as assigned
• Complies with all policies and standards

Required Qualifications:

• 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

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly
• Reach with Hands or Arms - Regularly
• Talk or Hear and Read Instructions - Regularly
• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally
• View Items at a Close Range - Occasionally

Rarely: Job requires this activity up to 25% of the time
Occasionally: Job requires this activity between 25% - 50% of the time
Frequently: Job requires this activity between 50% - 75% of the time
Constantly: Job requires this activity more than 75% of the time

Individual Competencies

• Integrity: Able to communicate well in straight-forward situations.
• Teamwork: Advanced communication skills used to lead a team.
• Adaptable: Arrives at a conclusion based on previous experiences and good judgment.
• Innovative: Arrives at decision using analytical thought.
• Curious: Assesses circumstances using experience and a variety of information gathered.
• Analytical and Critical Thinking: Communicates using persuasion and authority.
• Problem Solving: Completes routine and repetitive tasks where tasks are straightforward.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

We are an Equal Opportunity Employer, including disability/vets.