Customer Success Director
Job Description:
This position provides channel partners with support through: coaching, consulting, upselling, remote sales call with channel partner sales reps and local sales managers by communicating expectations, media planning, monitoring, evaluating and reviewing assigned campaigns. Contributions will include planning and reviewing campaign metrics, sales call and reporting support and reinforcing procedures and best practices.
Position Responsibilities and Essential Duties: (others duties may be assigned)
- Achieve channel partner support objectives by contributing information and recommendations to media plans and reviews
- Prepare and complete sales plans objectives, quality controls on campaigns, and customer-service standards
- Resolve problems; complete audits and assist market development leaders with Quarterly Business Reviews
- Identify customer service trends and system or standard operating procedures improvements and implement change
- Assist in meeting channel partner financial and KPI objectives through remote support and occasional in market support
- Determine customer service requirements by maintaining contact with customers; operational teams and new client implementation team; conducting surveys; benchmarking best practices; analyzing information for Quarterly Business Reviews
- Improve customer service quality results by studying and evaluating processes; establishing and communicating service metrics; monitoring and analyzing campaign and market results; implementing changes
- Maximize customer sales performance by providing help desk resources and technical advice; resolving campaign problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Accomplish information systems and organization mission by completing related results as needed
KPIs
- Maintain and grow account and campaign retention at 95%
- Maintain and grow account and campaign deal size
- Increase sales rep participation rates
Education/Experience:
- Bachelor’s degree in business or marketing or equivalent
- 3-5 years' experience in digital/online advertising, agency/client project management, and/or mobile or related environment
- Media sales, customer service and support, process improvement, decision making, managing processes, analyzing information and data, analyzing standards, help desk experience, emphasizing excellence.
- SaaS platform experience: The Trade Desk, SiteScout, AppNexus, DataXu or like Demand Side Platform; Google AdWords, KenShoo, MatchCraft or like PPC platform; Sales Force; BlueKai, Excelate, Proximic or like Data Provider; other AdTech platforms a plus
- Able to excel under pressure, result-driven, multi-task oriented, a team player and a problem solver
- Superior written and oral communication skills
- Proven ability to develop strong relationship with professionals of all levels
- Travel as needed