Associate Account Director, Customer Success- CRM

Zeta Global•Nashville, TN

12d

About The Position

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com. Zeta Global is looking for a dynamic, personable, and strategic-minded individual who is acutely skilled in client service management to join the CRM Customer Success account team for one of our largest clients. The Customer Success team is responsible for managing client relationships and delivering best-of-breed customer service and performance for our marketing clients. Who You Are The successful candidate will be a team player, solutions-oriented, and have the ability to manage multiple client and internal stakeholders at senior levels. Having digital marketing experience is a requirement, with experience in traditional and emerging mediums a very strong plus. A background in CRM business strategy and technology is required, along with being a leader on a large and multi-disciplined team. This role reports to the Senior Account Director on the CRM Customer Success team. They will understand and proactively identify client needs and work with specialist teams to effectively develop business solutions across services and technology, as well as ensure excellence in delivery. They will also have a proven track record in client satisfaction and retention, as well as growing revenue across a book of business. They will serve as the main conduit between clients and all Zeta service teams—operational and strategic.

Requirements

7+ years in a senior CRM position managing senior clients and multiple stakeholders
Proven track record in driving client retention and enhancing client satisfaction through proactive relationship management, responsive communication, and consistent delivery of high-quality service.
Previous experience with cross-channel digital and traditional marketing, partnership development, ecommerce and CRM
Experience in partnering with clients and colleagues on business strategy and solutions
Proven revenue generation and growth across book of business
Adept with accounting math
Strong understanding of marketing platform technology
Strong understanding of the various marketing mediums available: digital, emerging and traditional
Highly resourceful, solutions oriented with a positive attitude
Accountability
Team player
Excellent communication and relationship skills
Proficient in MS Office: Excel, PowerPoint, and Word

Responsibilities

Serve as the primary client services contact that works to coordinate with client contacts and our CX & Strategy team members, as well as between both those groups and other internal Zeta Global service divisions (Creative, Technology, Analytics, Programmatic, Email and SMS Operations, CDP Implementation, etc.)
Lead the direction, communications, and outcomes across all teams
Develop deep and enduring client partnerships with high client satisfaction ratings
Develop deep and enduring intra-team partnerships with high teammate satisfaction ratings
Monitor and maintain high quality services, technology, and strategic plans
Effectively communicate CRM technology and related complex solutions to clients
Responsible for monthly billing duties and revenue allocation reporting
Present to both internal resources, teammates, and client on a variety of initiatives and informational categories
Lead client calls and communications, including the development of client-facing materials, such as proposals, presentation deliverables, strategic points of view, status reports, and requirement documentations. Ensure and manage outcomes and follow-ups.
Support development of content for cross-functional business unit QBRs, Top-to-Tops, SteerCos, etc.
Coordinate team-wide meetings both in-person and via phone
Oversee strategic initiatives to ensure teams are optimizing existing ones and launching/developing new ones, in conjunction with the CX and Strategy SME team members
Maximize existing and generate new revenue streams from client budgets in conjunction with the Senior Account Director for the team
When issues are identified, work with team members to develop solutions and client communication
Escalate any major client issues, bringing in Senior Account Director and senior management, as appropriate