Inmar Intelligence · 13 hours ago
Director, Digital & Media Customer Success
United States
Full-time
Remote
Director/Executive
$124K/yr - $206K/yr
10+ years expInmar Intelligence is focused on enhancing customer relationships and promoting retention and loyalty. The Director of Digital & Media Customer Success will lead a team to ensure high customer satisfaction and work cross-functionally to drive value from the company's products and services.
Computer Software
No H1B
Responsibilities
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 team
Serve as an 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 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 sales 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
Demonstrate great communication skills, setting the example and expectation for your team; lead by example
Qualification
Required
Bachelors required
10+ years of progressive experience establishing and leading a Customer Success team within a marketing or advertising technology firm; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position required
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
Benefits
Medical, Dental, and Vision insurance
Basic and Supplemental Life Insurance options
401(k) retirement plans with company match
Health Spending Accounts (HSA/FSA)
Flexible time off and 11 paid holidays
Family-building benefits, including Maternity, Adoption, and Parental Leave
Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
Wellness and Mental Health counseling services
Concierge and work/life support resources
Adoption Assistance Reimbursement
Perks and discount programs
Company
Inmar Intelligence
Welcome to Inmar Intelligence, recently certified a Great Place to Work®! Through curiosity and the intelligent use of data and technology, we make businesses smarter to improve consumers’ lives.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rich Schmidt
Chief Financial Officer
Berit Mann, MA
Client Development & Partnership Management Lead (Post-Purchase Solutions)
Recent News
2024-05-06
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2024-04-27
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