Customer Success Director - Retail

  • Somerville, MA

Employment Type

: Full-Time


: Miscellaneous

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t Leading Computer Software / Computer Games Company the Customer Success Director (CSD) is a senior individual contributor position overseeing ongoing customer relationships with a key book of our largest retail accounts. The role focuses on Customer Data and Personalization Platform (CDP/P) adoption and optimization. This CSD works with multi-discipline Leading Computer Software / Computer Games Company and client teams to drive maximum value and impact of Leading Computer Software / Computer Games Company solutions as well as strategizing with key retail brands on best practices and execution. A CSD has responsibility for client strategy, execution efficiency and effectiveness, account retention, expansion assessment and overall solution satisfaction.? ??

Key Responsibilities/Duties:

Team Coordination / Hands on coordination of, and day-to-day responsibility for, a diverse team of retail focused Leading Computer Software / Computer Games Company staff and client staff setting strategies, procedures and team goals to achieve success.
Customer Success / Evaluate and own the success plan of a retail customer base across revenue, investment and usage for assigned accounts for life of accounts; assess and analyze results with a focus on optimizing success KPIs.

Onboarding Management / Oversee new customer and expansion kick off, discovery, design, launch and initial optimization of assigned accounts.

Advocate for Customer / Identify and quantify the key factors for customer success and then communicate them effectively to drive retention and expansion. The role contributes to creating a successful product and service roadmap, as well as supporting efficient marketing services and messaging.

Success Metrics Owner / Validate key performance indicators and success criteria resulting in solution or externally based ROI dashboards assuring impact validation in support of retention and growth efforts with each assigned customer.

Health Management / Oversee product training and knowledge, validation of assigned account platform certification (applied knowledge) and results (key feedback metrics). Establish, maintain and plan to maximize platform satisfaction. Know the organization, players and org influence on success.

Pre-Sales Support / Support Sales from time to time in pre-sales project/program design and scoping development as Subject Matter Expert (SME).

Knowledge Share / Socialize client performance and results with the rest of Leading Computer Software / Computer Games Company. Provide case studies, present at company meetings, participate in webinars, write blogs and articles and present at the client conference.

Job Requirements:

Strong high growth MarTech or Customer Data and Personalization (CDP/P) Software as Service (SaaS) solutions experience and/or strong digital marketing experience (retail) and a desire to move to a marketing product company.

2+ years team management experience valuable
5+ years as a customer or brand advocate with enterprise client organizations (customer facing success/account management, project management or brand marketing manager are examples)

4+ years experience with Marketing, Customer Experience and Customer Data Platform and/or Personalization technology (CDP/P)

4+ years experience in eRetail; POS technology and/or call center technology experience a plus

Experience with data integration (identity, decisioning, activiation), data analysis and visualization, web page design, marketing demand generation, user testing, ecommerce conversion rate optimization

Preferred: experience with Salesforce or similar CRM solution

Strong client management and communication skills

Strong data, digital and analytical skills and experience (POS, call center, website, mobile web and/or mobile app)

BA/BS required, MBA preferred, marketing and/or computer science background important

Significant experience working as part of a team including staff mentoring

Travel required (US primarily)

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