Client Success Director

Sermo

93d

About The Position

Sermo is in search of a Client Success Director with a strong digital and pharmaceutical background to manage the post-sale relationship with Tier 1 and 2 clients. Your book of business will span 2.8-3.5 million in revenue, where you lead onboarding, implementation and relationship management as well as ensuring overall client satisfaction. The Client Success Director will play an integral role in our business, building long-term client relationships and driving revenue growth. You will work closely with many parts of the organization, including sales, product, insights & analytics, and the rest of the marketing teams to accomplish aggressive goals that will keep Sermo growing, innovating and staying at the forefront of our industry. Salary is competitive and will be commensurate with experience.

Requirements

• Exceptional communication and relationship management skills built on a customer-centric philosophy
• 7+ years of experience in media, start-up and/or digital display account management
• Advanced degrees a plus
• Have prior experience working within a Customer Success/Account Management role
• Experienced in customer life-cycle management from on-boarding through implementation
• Strong analytical and problem-solving skills
• Ability to thrive in a fast-paced environment with tight deadlines
• Be a confident networker with the ability to persuade and influence stakeholders
• Have an understanding of how to utilize CRM systems in a sales cycle

Nice To Haves

• Advanced degrees

Responsibilities

• Partner with leadership to establish and optimize a best-in-class client engagement strategy to support our multi-faceted solutions
• Build strong relationships with cross-functional partners to help address internal and external challenges (help solve wicked problems)
• Inspire, encourage, and support more junior members of the team always leading by example
• Manage the post-sale relationship, serving as the primary contact and advocate for day-to-day requests, deliverables and escalations for many of Sermo’s most complex campaigns
• Establish consultative and trusted relationships with clients through proactive communications, issue remediation and performance measurement
• Ensure we consistently deliver on client-expected value and achieve desired outcomes
• Elicit and share client feedback internally to drive process improvements, prioritize platform innovation and capture market opportunity
• Forecast and track key account metrics
• Partner with Sales to identify and present opportunities for in-account revenue growth

Benefits

• Competitive base salary
• Bonus possibilities
• 401(K) Match
• Flexible PTO
• Health, dental, and vision insurance
• Fitness Reimbursements
• Commuter pre-tax benefits
• Company paid lunch

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees