Director, Customer Success

Why we're hiring:

The Customer Success Director (CSD) is responsible for managing a team of Customer Success Managers and Associates focused on growing the revenue from a portfolio of InfoSum customer accounts by increasing the number of data collaboration partnerships each client makes and driving regular usage of the InfoSum platform. The CSD is an expert on InfoSum use cases, regularly identifying opportunities for new use cases, building consensus among partners, and driving all parties toward implementation while resolving commercial barriers to success. The CSD also works together with the Director of Solutions Engineering to resolve technical barriers to implementation, and to design and implement process and documentation to improve day-to-day operation of clients and the InfoSum team. The CSD maintains relationships with senior contacts at clients, and is the first point of escalation for most client issues.

What you'll be doing:

• Onboard, train and oversee a team of CS Managers & Associates to operate as the primary day-to-day contact for a portfolio of InfoSum customers.
• Maintain primary day-to-day ownership of a set of key clients, in some cases supported by CSMs or Associates as needed
• Act as the expert for the team under management on navigating internal processes at InfoSum to provide the best outcome for the client
• Understand the internal teams and their roles and responsibilities within WPP and WPP Media, creating complementary partnerships with other teams supporting common brand clients
• Operate as an internal & external subject matter expert on how InfoSum operates as the foundation of WPP’s vision for the complete WPP Open technology offering
• Act as a strategic advisor on commercial matters and process for creating successful Private Data Networks for WPP Media brand customers
• Advocate for clients’ needs to supporting InfoSum & WPP teams, including Leadership, Sales, Product/Engineering, Product Marketing and Partnerships.
• Track progress toward platform usage and revenue goals for CSM portfolios and advise/intervene to support closing gaps
• Establish go-to-market plans for strategic accounts and build consensus with key client stakeholders to drive adoption and resource allocation
• Support customer development of the data collaboration processes, including timelines, personnel, required legal documentation, requirements and goals for each type of use case.
• Plan and execute QBRs, regular meeting cadences and client entertainment
• Run a reliable and organized account process that keeps InfoSum on top of deadlines, including Service Order renewals, and regularly introduces new revenue growth initiatives
• Proactively recognize and resolve barriers to client retention to reduce churn of accounts across all portfolios
• Recognize and pursue revenue growth opportunities across all possible channels, including platform fee upsell upon renewal, driving usage fees, strategic contract restructuring, etc.
• Additional responsibilities as and when required by the business

  Additional company wide requirements:

  • Understand and comply with InfoSum’s security and privacy policies, and be attentive to information security at all times in the performance of duties for InfoSum.

What you'll need:

• Background in advertising technology (8 years)
• Strong understanding of how data and identity is activated in the digital media ecosystem.
• Clear written and oral communicator with emphasis on precision.
• Demonstrable and consistent track record of successfully growing complex partnerships.
• Proven management experience of a small to mid-sized team in charge of supporting clients.
• Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization.
• An organized self-starter that can diversify their skill set to meet business priorities.
• Excellent interpersonal and customer-facing skills.
• Being able to educate colleagues in new ways of working and sharing best practices on how to engage and retain clients.
• A high level of curiosity and willingness to understand complex solutions designed to service customer needs.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: We are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

 

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Hybrid