Customer Success Director

About You

You’re a people-person with 10+ years of experience working in a client-facing role with mid to senior level personnel. You’re comfortable collaborating with various stakeholders (customers and internal cross-functional teams) to service client accounts.

You are:

• A proactive communicator: You are extremely responsive and effective with both written and verbal communication
• Highly organized and detail oriented: You pay close attention to textual detail while processing information
• A critical thinker: You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems
• An analytical storyteller: You possess numerical reasoning with a strong aptitude for data and have skill in interpreting data across a wide range of applications
• A problem solver: You identify problems and analyze data to create actionable insights and textual information to make effective decisions
• Naturally curious and passionate: You are constantly seeking to learn new things and understand how to improve

What You’ll Do

You will be the primary point of contact for assigned client accounts providing day-to-day strategic guidance and support across iSpot’s product suite.

• Own account revenue cycle for your book of business, including expansions and renewals
• Evaluation and analysis of adoption of modules/services:
• What is or is not being used?
• What frequency is the client accessing?
• Who are the power users on the account?
• Position new opportunities/products with client team and run demos with customized positioning to meet client pain points
• Evaluate and provide recommendations for process improvements related to the customer journey
• Engage with client team and agency to understand buying strategy, annual goals, etc.
• Develop analyses and storytelling to aid client in driving impact and alignment with the customers’ critical event to achieve goals
• Develop and cultivate strong customer relationships, while continually seeking opportunities to showcase how to drive business impact
• Collaborate across the organization, including Data Science, Custom Analytics, Product and Sales, as a client advocate to ensure resolution and delivery on requests
• Work efficiently and effectively, equally as part of a team and independently, to resolve client requests and inquiries
• Extract data insights from the iSpot platform and generate unique and compelling insights for clients
• Exhibit a passion and energy for storytelling based on data insights and genuine interest in TV media attribution and optimization
• Leverage your previous analytical experience and approaches to inform customer discussions and develop data-driven solutions and insights for your customers
• Develop strong relationships with key customer contacts (executive and operational) to achieve a trusted-advisor status
• Identify new product expansion and analytics services opportunities within your customer base
• Utilize appropriate resource materials to interpret, respond to and resolve customer inquiries and problems effectively and accurately
• Work with Customer Success Specialist(s) focused on operational customer support

Tools You Will Use

• Atlassian Suite: Confluence, JIRA
• Slack
• CRM Tools: Salesforce/Gainsight and Highspot
• Microsoft Office Suite, with a heavy emphasis on Excel and PowerPoint
• Google Suite
• Chorus

Other

• Bachelor’s degree or equivalent
• Advertising measurement/attribution experience preferred
• Deep understanding of media planning, media buying, and advertising technology with an emphasis on linear TV, OTT/Streaming, Addressable
• Experience working for, or with, media agencies preferred but not required
• Proven success working in a fast-paced, high growth environment
• Remote role working in Mountain/Pacific time zones; in-office Bellevue, WA headquarter available if desired