Account Director, Customer Success Thinkvine
THIS JOB HAS EXPIRED REPORTS TO: VP Customer Success
DIRECT REPORTS: None
Travel: 35 - 50% Travel
PURPOSE: The person in this position is responsible for building deep relationships with primary customer contacts, understanding their goals and objectives and ensuring the ThinkVine team is delivering meaningful, actionable insights that the customer needs to successfully drive their marketing. Responsible for ensuring customer satisfaction with ThinkVine. This is the friend you would never want to fire.
The Account Director will be the primary contact for customers. They also communicate/collaborate with all ThinkVine team members to ensure that customer needs stay in the forefront.
Strong Strategic Thinking Skill. Intuitive about people/personalities. Understand the Marketer's paradigm.
Understands customers business and strategic goals extremely well to ensure ThinkVine develops innovative, customer-driven solution to meet the customer need.
Strong business savvy - knows the "right" thing to do for both customer and ThinkVine.
Consistently considers and represents customer needs and interests. Acts as the voice of the customer within ThinkVine.
Ensure that communications with customers/partners is of the highest quality.
Primary communicator to sales/partners, ensuring they are kept abreast of customer status and key milestones. Involves sales when conversation queues suggest expansion opportunities.
SKILLS & RESPONSIBILITIES
Express and qualify ideas clearly in customer meetings. Capable of LEADING the customer.
Leads Account Planning and maintains the documented Account Plan, making this an active part of customer management
Maintains superior customer relationships to unearth relevant background info and sales opportunities
Must be capable of leading a discussion on software solution and translate complex technical answers into a coherent narrative to answer customer questions and address concerns.
Leads Quarterly Business Reviews with clients
Able to present confidently to customers and large groups. Capable of creating presentation materials that will be effective for the audience.
Owns escalation of issues to senior management for expedient resolution.
Provides value-add to the relationship. Brings thought leadership and strategic direction.
Strong attention to detail and excellent written and verbal communication skills.
Has the foresight to consider how the client will utilize the software, once built, to ensure our strategic plan will not create barriers to use.
Has the ability or experience in leading small teams to achieve business objectives.
Is comfortable taking direction to improve their performance.
Is able to deliver against timelines.
Has the ability to operate independently, seeking guidance from others when necessary.
Has a working knowledge of Analytics and/or Market Research driven initiatives and is comfortable discussing them and presenting on them.
CRITICAL SUCCESS FACTORS
Great track record for maintaining and growing a customer base ? high % personal customer retention rate.
Willing to travel, great with clients, and skilled at presenting in and leading meetings.
Proven track record at understanding client?s business and being able to tailor our solution to it.
Comfortable assuming a leadership role on the account ? both internally and externally
Ability to lead the customer through complex discovery to develop and document a clear, measurable account plan.
Great communicator ? both written and verbal.
Experience with data driven measurement, analytical services driven marketing solutions.
Experience working with CPG, Financial Services, Retail or Pharma clients highly desirable.
Ability to work cross functionally with analytical types, customers, sales, etc?
EDUCATION AND EXPERIENCE
Agency like experience managing customer accounts, driving organic growth and achieving high levels of customer retention.
People with 5+ years of related work experience and aptitude in managing customers.
College degree required. Focus in Marketing, Business, Economics, or related field is desirable.
Experience or working knowledge of media buying/planning a plus.
||Phoenix, AZ |
THIS JOB HAS EXPIRED