Director, Customer Success

The Role

As a leader of the CRM Customer Success team, the Director, Customer Success provides P&L ownership and leadership for a book of business. A strategist and leader who also does the work, the Director is responsible for growing and expanding our scope and presence with a portfolio of cross-vertical clients.

She/he should be able to foster and nurture relationships with client decision-makers, advance the client relationships through strategic marketing consulting and advocacy, enable references for future clients, and empower an account team to fulfill against our client contractual obligations. She/he must be able to elevate the abilities of the account team through responsible leadership, development and engagement.

Customer Success is responsible for the client relationship, overseeing and ensuring excellence in strategic services and management, with the goal of achieving operational efficiency, revenue growth and profitability. The Director works with their manager, to ensure all of this through a rigorous, ongoing account planning process that involves the client, our executive leadership, the account team, and various support groups and experts.

This is a hybrid role based in Atlanta (1-2 days/week).

Responsibilities

Client Management

• Delivers on and actively manages against Account Plan, targets & business objectives
• Balances long-term client and corporate goals with immediate client and corporate objectives and needs
• Owns and manages a client book of business between $3 Million and $4 Million
• Manages against and monitors the P&L goals and progress, respectively, on a weekly basis
• Structures account strategy based on understanding client needs and developing client relationships at all levels
• Directs & ensures contract compliance and service level fulfillment

Thought Leadership

• Qquick to identify areas of inefficiency, leverages and develops solutions that produce measurable results
• Brings creative approaches to decision-making, while stimulating ideas from others

People Management

• Mentors and develops Client Success Managers
• Cultivates trusting relationships with internal team members - client success team, executive stakeholders, support teams, subject matter experts
• Contributes to company's evolution - i.e. knowledge sharing, best practices, processes
• Sets example honoring company values and guidelines
• Contributes to professional development plans of direct/indirect reports

Business Management

• Assumes overall financial reporting for relationship with client - contributing to growth planning, revenue growth and profitability
• Responsible for overall client relationship satisfaction and status, communicating challenges and opportunities to senior management
• Manages team performance - billability & utilization
• Balances client & company needs
• Direct the organization with the objectives of maximizing financial growth, increasing client base, establishing short-term and long-range objectives and representing the company to potential clients and the general public
• Supports Sales in new business efforts

Requirements

• Minimum 5-7 years of Client Success / Account Management experience at a Marketing Technology, Advertising Technology, or Customer Data Platform industries
• Strong oral and written communication and presentation skills
• Strong technical acumen
• Proven competencies in managing complex client relations
• Facilitates team motivation and team leadership skills
• Outstanding attention to detail
• Ability to deal with others with tact and good judgment
• Ability to react quickly, assess, and implement solutions
• Demonstrated ability to grow revenue in enterprise, multi-national accounts
• Budget management

Benefits & Perks

• Unlimited PTO
• Excellent medical, dental, and vision coverage
• Employee Equity and Stock Purchase Plan
• Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!!

Salary Range

The salary range for this role is $130,000 - $150,000, depending on location and experience.

People & Culture at Zeta

We're committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another.

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