Executive Account Director, Regulated Industries
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 adopting LiveRamp products and solutions. The role champions customer-centricity, improves the customer journey, and collaborates across internal teams to evolve customer engagement tools, processes, and strategy as the Brands business grows. The position leads customer health, renewal strategy, forecasting, contract negotiations, and issue resolution. It also communicates initiative progress to internal and external stakeholders, drives cross-functional improvements to customer experience, and coaches and mentors Customer Success Managers. The team works with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales to help customers see LiveRamp as a strategic partner that drives business value.
Requirements
- Enterprise B2B SaaS Customer Success experience, with emphasis on Media Buying and Measurement and Collaboration or Identity.
- At least 7 years as a CSM or Account Director, or 10+ years in customer-facing roles including 4 years in Customer Success.
- Experience with accounts of $2 million or more in ARR, or negotiation and project management skills.
- 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.
- Ability to steer internal stakeholders toward a common objective, motivate them, and manage projects.
- Strong organizational skills, planning, and ability to anticipate scenarios.
- Resourcefulness in obtaining information and navigating internal and external resources.
- Tact and executive presence, including preparing for C-level conversations and presenting customer-perspective summaries of delivered value.
- Ability to understand clients’ business goals and align solutions with their success criteria.
- Track record of identifying upsell and cross-sell opportunities to achieve revenue growth targets.
- Strong relationship-building and empathy, including understanding and communicating how product or process changes may affect customers.
Nice To Haves
- History of progression in role seniority or account size.
- Experience managing 3–5 highly strategic accounts, or managing 20+ accounts worth $500,000 or more each simultaneously.
- Familiarity with LiveRamp and its role in the ecosystem, from either the brand-client or platform side.
- Familiarity with Clean Room solutions and Measurement or Collaboration use cases.
- Multiple roles across adtech or martech, on either the Sales or Buy side (Brand or Agency).
- Familiarity with NPV, IRR, and ROI for C-level conversations.
- Ability to recommend adjustments to product or process changes based on customer needs and potential impact on other customers.
Responsibilities
- Build and nurture executive-level relationships with strategic Brand customers and manage a portfolio of clients end-to-end.
- Champion customer-centricity and collaborate across internal teams to improve the customer journey.
- Partner with cross-functional teams to evolve customer engagement and segmentation tools, processes, and strategy.
- Continuously 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 lead issue resolution as needed.
- Communicate the progress of weekly, monthly, and quarterly initiatives to internal and external stakeholders.
- Lead renewal strategy and forecasting, including mitigation sessions, value-selling coaching, challenging assumptions, and maintaining forecast accuracy.
- Negotiate contracts and manage corresponding paperwork.
- Ensure customers realize value and adoption, and coach teams to act as trusted advisors who demonstrate wins and drive long-term growth.
Benefits
- Flexible paid time off and paid holidays.
- Options for working from home.
- Paid parental leave.
- Medical, dental, vision, life, and disability benefits.
- Employee assistance program and voluntary benefits.
- Perks programs supporting healthy lifestyles and career growth.
- 401(k) matching: 1:1 match up to 6% of salary.
- In-person and virtual company events.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
