Job Summary
This individual must know how to build strategic relationships with the customer and build relationships. Bonus is renewing a large piece of the business. Minimum 3-5 million in portfolio value, managing multiple clients.
In this role you will be responsible for creating customer relationships that promote customer satisfaction and growth. You will ensure adoption and promote the usage of the platform. In the role you will also be key in helping the customer to know best practices for uses the software platform. Candidates must be capable of juggling multiple cross client priorities to ensure overall objectives/deliverables are being met in a timely manner in addition to managing expectations both internally and externally.
MUST HAVE EXPERIENCE WITH SAAS, RENEWING BUSINESS AND ENTERPRISE CUSTOMERS.
Your role
- Manage book of clients
- Develop and foster healthy relationship with client sponsor advocacy
- Expand relationships within the client organization with client management and other geo’s/product/business lines/ key partner relationships if applicable
- Ensure clients are able to articulate and demonstrate the value platform drives for the organization.
- Drive visibility of the platform success/value proposition with client executive management (C-Suite)
- Be comfortable upselling additional hours, concepts required to support the client
- Must be able to kick-off renewal conversations preserving gross revenue and identify upsell opportunities to drive growth in net renewal revenue
- Grow revenue and scope of work with existing customers
- Build client’s knowledge of the platform and improve their usage of the platform
- Build data-driven creative strategies
- Manage senior external stakeholders and build meaningful relationships (clients, media agencies, Google and Facebook reps)
- Work with Campaign Managers and other internal teams to onboard clients and deliver amazing campaigns on time
- Oversee the customer lifecycle and ensure organizational alignment to proactively drive adoption and usage of the platform.
- Align customer objectives to a success roadmap, advise on digital creative best practices and ensure executive alignment to drive organizational maturity
Internally:
- Be the voice of the client for our product & technology roadmap
- Continuously learn about tech and digital marketing
- Success metrics in the role include
- Gross Revenue Renewal (primary)
- Retention
- Client advocacy/Net promoter score
- CSAT
- You have at least 8-10 years of direct industry experience (programmatic, MarTech/AdTech, media agency or digital marketing)
- Passion for customer service and relationship building. Desire to thrive in a fast-paced, constantly changing, results driven work environment
- You know how to navigate an org and drive change management
- You have a high level of communication and networking skills.
Salary Range = $125-150K (bonus would be on top of the base)
Company Description:Kindred Communications is boutique direct-hire placement headhunting firm with a focus on diversity and inclusion tech placement. We strive to diversify the workforce once placement at a time.