The Role:
Fueled by our customer and business growth, we're looking fora Customer Success Director to run and grow relationships with our customers, ensuring they are successfully adopting the product.
The goal of our Customer Success Directors at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform. They do so by partnering with the CommerceIQ Customer Success Team and other cross-functional partners to onboard, train, and provide day-to-day support for our customers. Since we partner with e-commerce sales and marketing operations teams on growing their Amazon business, our Customer Success Directors need to be skilled at understanding the customer's business priorities and able to map the product capabilities of CommerceIQ and the Amazon ecommerce platform.
What You'll Do:
- Understand customer needs, to then plan, organize and manage all phases of a joint success plan, then focus on how we use our product to help customers meet those needs.
- Direct the development of high-level competitive strategies that align with client goals. Ensure team members account for retailer strengths, cross-channel integration, and total business impact when architecting client roadmaps.
- Oversee the end-to-end execution of advertising campaigns across Amazon, Walmart, and other retail marketplaces. Establish best practices and quality control standards to ensure flawless campaign management across the entire team's portfolio.
- Accountable for the team's ability to hit client KPIs. Act as a senior escalation point to ensure the team consistently demonstrates the ROI of the CommerceIQ platform, driving long-term client retention and growth.
- Guide the team in translating complex campaign data into sophisticated trends and actionable insights. Mentor staff on how to move beyond basic reporting to provide high-impact, executive-level recommendations to clients.
- Be an expert on the CommerceIQ platform and partner with internal teams, including Product and Engineering, to leverage CommerceIQ's platform capabilities effectively.
- Collaborate with our internal teams to shape new product features.
- Use data driven negotiations to advocate for the needs of the team to achieve assigned goals.
- Manage, mentor, and train a team of Retail Media Specialists and Managers.
What You'll Bring:
- Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field, MBA preferred
- 10+ total years of professional work experience
- 5+ years experience in running media and advertising engagement with customers, in a consulting/agency role
- Experience in managing Ecommerce marketing budgets (specifically on Amazon, Walmart, Kroger, Instacart) at well-respected agencies for large enterprise brands, or experience at a large enterprise brand
- Experience managing Retail Media marketing budgets in the multi-million dollar range
- Well versed in Bid and Budget management, content optimization, and promotion planning
- An analytical approach to problem-solving with advanced Excel skills
- Project management experience and ability to anticipate and mitigate risks
- Proven Experience in working with VP, SVP, and C-level executives of enterprise-level companies
- Excellent presentation and communication skills including both oral and written
- Track record of retaining and renewing Enterprise customers in the SaaS space.
