Sr. Director, Customer Success at Inmar, Inc. in Winston Salem, North Carolina

Job Description:

The Director, Customer Success is responsible for developing customer relationships that promote retention and loyalty. The Director works with a team of analysts, product, sales and operations personnel in support of customers to ensure they are satisfied with the services they receive and improves on areas of dissatisfaction.

Primary Accountabilities:

• 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 division


• 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 and leverage 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 Client Development 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

Key Measures of Success:

• On time deployment of customers


• Customer product usage


• Support response times


• Qualitative feedback


• Customer retention and renewals


• Management of customer P&L to top and bottom line targets

Required Qualification:

• Bachelor's degree.


• 7+years of progressive experience establishing and leading a Customer Success team within a marketing or advertising technology firm.


• 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.


• Strategic thinker and creative problem solver

While performing the duties of this job, the associate is: 

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.


• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.


• Occasionally required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.


• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.


• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.


• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.


• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.