Director, Digital & Media Customer Success

Inmar Intelligence • Winston-Salem, NC

1d

About The Position

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.

Requirements

• 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
• Must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.

Responsibilities

• 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
• Demonstrate great communication skills, setting the example and expectation for your team; lead by example
• Performs other duties as assigned
• Complies with all policies and standards

Benefits

• Medical, Dental, and Vision insurance
• Basic and Supplemental Life Insurance options
• 401(k) retirement plans with company match
• Health Spending Accounts (HSA/FSA)
• Flexible time off and 11 paid holidays
• Family-building benefits, including Maternity, Adoption, and Parental Leave
• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
• Wellness and Mental Health counseling services
• Concierge and work/life support resources
• Adoption Assistance Reimbursement
• Perks and discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Director