As the Director of Client Success, your primary mission is to support and amplify the effectiveness of the Vice President of Client Services. You will ensure client satisfaction, retention, and growth through outstanding service and a deep understanding of our omnichannel digital media and programmatic solutions. Working in collaboration with the Vice President, you will provide leadership and direction to the Client Success team to deliver exceptional campaign outcomes, develop deep client relationships, and ensure our services align with client objectives to drive their success over time.

Key Responsibilities

• Client Relationship Management: Develop and maintain strong, long-lasting client relationships as a key support to the VP's broader client management strategy. Act as a lead point of contact for all client account management matters, ensuring alignment with the VP's vision.
• Programmatic Strategy: Guide clients in their programmatic advertising strategy, ensuring alignment with their marketing objectives and the overall strategies set by the VP.
• Team Leadership: Manage and develop a team of client success managers and specialists. Foster an environment of continuous learning and improvement, contributing to the team's effectiveness in support of the VP's goals.
• Performance Analysis: Monitor and analyze client campaigns' performance data. Provide strategic recommendations and ensure ROI, serving as crucial operational support to the VP's strategic planning.
• Cross-Functional Collaboration: Work closely with Sales, Marketing, and Product Development teams to ensure client needs are met and to drive product innovation. Collaborate with the VP to align cross-departmental efforts.
• Customer Retention: Implement strategies to maintain high levels of customer engagement and satisfaction, leading to contract renewals and expansions. This role supports the VP's overarching client retention strategy.
• Feedback Loop: Act as the voice of the customer within the organization. Provide feedback to the appropriate teams to improve products and services, facilitating the VP's decision-making process.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree is a plus.
• Minimum of 5 years of experience in a client success or account management role within the digital media industry, with at least 2 years in a leadership position.
• Proven track record of working with programmatic advertising platforms and delivering client-focused solutions.
• Strong understanding of digital marketing ecosystems and current industry trends.
• Exceptional communication and presentation skills, with the ability to build rapport at all levels of client organizations.
• Analytical mindset with the ability to translate complex data into actionable strategies.
• Demonstrated ability to lead and inspire a team in a fast-paced environment.
• This role is designed to be a critical support function to the Vice President of Client Services, focusing on the execution of strategies, team leadership, and client relationship management, while maintaining a collaborative and supportive relationship with the VP.