Executive Account Director, Regulated Industries

LiveRamp • New York, NY

11h

About The Position

The Executive Account Director manages a portfolio of LiveRamp’s most strategic brand customers end-to-end, building and nurturing executive-level relationships and ensuring customers realize value from and adopt LiveRamp products and solutions. The role champions customer-centricity across LiveRamp, works with cross-functional teams to improve the customer journey, and evolves customer engagement and segmentation tools, processes, and strategy as the Brands business grows.

The role leads renewal strategy and forecasting, including mitigation sessions, value-selling coaching, forecast accuracy, contract negotiations, and related paperwork. It also coaches and mentors Customer Success Managers, leads initiatives to improve customer experience, communicates progress to internal and external stakeholders, and helps customer teams act as trusted advisors who demonstrate value and support long-term growth.

The team works with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales to deliver customer experiences that position LiveRamp as a strategic, foundational partner.

Requirements

• Enterprise B2B SaaS Customer Success Management experience, with emphasis on media buying and measurement and collaboration or identity.
• At least 7 years as a Customer Success Manager or Account Director, or 10+ years in customer-facing roles including 4 years in Customer Success.
• Experience with accounts worth $2 million or more in ARR, or negotiation and project management skills.
• Familiarity with LiveRamp and its role in the ecosystem, from either the brand-client or platform side.
• Familiarity with Salesforce or other CRM software.
• Experience drafting and delivering QBRs and executive summaries.
• Experience managing renewals and partnering with Sales on upsells and cross-sells.
• Strong leadership, stakeholder coordination, project management, and organizational capabilities.
• Ability to plan ahead, anticipate outcomes, and prepare for multiple scenarios.
• Resourcefulness in obtaining information and navigating disparate internal and external resources.
• Tact and executive presence, including preparation for C-level conversations.
• Ability to craft and present a summary of value delivered from the customer’s perspective.
• Strategic insight into clients’ business goals and ability to align solutions with their success criteria.
• Ability to understand how product or process changes may affect a customer’s business, communicate the disruption empathetically, and recommend adjustments.

Nice To Haves

• A history of increasing seniority or managing larger accounts.
• Experience managing 3–5 highly strategic accounts or managing 20+ accounts worth $500,000 or more each.
• Familiarity with clean room solutions and measurement or collaboration use cases.
• Experience in multiple roles across adtech or martech, on the Sales or buy side (brand or agency).
• Familiarity with NPV, IRR, and ROI.

Responsibilities

• Build and nurture executive-level relationships with strategic brand customers and manage a portfolio of clients end-to-end.
• Champion customer-centricity across LiveRamp and collaborate across internal teams to improve the customer journey.
• Partner with cross-functional teams and evolve tools, processes, and strategy for customer engagement and segmentation.
• Improve customer health and ensure customers adopt LiveRamp products and solutions.
• Coach and mentor Customer Success Managers and share Customer Success best practices.
• Identify and lead cross-functional initiatives to improve the customer experience.
• Address challenging customer requests and engage in issue resolution.
• Communicate the progress of weekly, monthly, and quarterly initiatives to internal and external stakeholders.
• Lead renewal strategy and forecasting, including mitigation sessions, coaching to value-selling methodology, challenging assumptions, and maintaining forecast accuracy.
• Manage contract negotiations and related paperwork.
• Ensure customers realize value and adoption, and coach teams to become trusted advisors who demonstrate wins and drive long-term growth.
• Identify opportunities for upselling and cross-selling to achieve revenue growth targets.

Benefits

• Flexible paid time off
• Paid holidays
• Options for working from home
• Paid parental leave
• Medical, dental, vision, life, and disability benefits
• Employee assistance program
• Voluntary benefits and perks programs for healthy lifestyles and career growth
• 401(k) matching plan with a 1:1 match up to 6% of salary
• In-person and virtual events, including game nights, happy hours, camping trips, and sports leagues

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed