Director, Customer Success

WHO WE ARE

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com .

THE ROLE

As a leader of the CRM Customer Success team, the Director, Customer Success provides P&L ownership and leadership for a book of business. A strategist and leader who also does the work, the Director is responsible for growing and expanding our scope and presence with a portfolio of cross-vertical clients. She/he should be able to foster and nurture relationships with client decision-makers, advance the client relationships through strategic marketing consulting and advocacy, enable references for future clients, and empower an account team to fulfill against our client contractual obligations. She/he must be able to elevate the abilities of the account team through responsible leadership, development and engagement.

Customer Success is responsible for the client relationship, overseeing and ensuring excellence in strategic services and management, with the goal of achieving operational efficiency, revenue growth and profitability. The Director works with their manager, to ensure all of this through a rigorous, ongoing account planning process that involves the client, our executive leadership, the account team, and various support groups and experts.

This is a hybrid role based in Atlanta (1-2 days/week).

RESPONSIBILITIES

Client Management:

Delivers on and actively manages against Account Plan, targets & business objectives

Balances long-term client and corporate goals with immediate client and corporate objectives and needs

Owns and manages a client book of business between $3 Million and $4 Million

Manages against and monitors the P&L goals and progress, respectively, on a weekly basis

Structures account strategy based on understanding client needs and developing client relationships at all levels

Directs & ensures contract compliance and service level fulfillment

Thought Leadership:

Qquick to identify areas of inefficiency, leverages and develops solutions that produce measurable results

Brings creative approaches to decision-making, while stimulating ideas from others

People Management:

Mentors and develops Client Success Managers

Cultivates trusting relationships with internal team members – client success team, executive stakeholders, support teams, subject matter experts

Contributes to company’s evolution - i.e. knowledge sharing, best practices, processes

Sets example honoring company values and guidelines

Contributes to professional development plans of direct/indirect reports

Business Management:

Assumes overall financial reporting for relationship with client – contributing to growth planning, revenue growth and profitability

Responsible for overall client relationship satisfaction and status, communicating challenges and opportunities to senior management

Manages team performance - billability & utilization

Balances client & company needs

Direct the organization with the objectives of maximizing financial growth, increasing client base, establishing short-term and long-range objectives and representing the company to potential clients and the general public

Supports Sales in new business efforts

REQUIREMENTS

Minimum 5-7 years of Client Success / Account Management experience at a Marketing Technology, Advertising Technology, or Customer Data Platform industries

Strong oral and written communication and presentation skills

Strong technical acumen

Proven competencies in managing complex client relations

Facilitates team motivation and team leadership skills

Outstanding attention to detail

Ability to deal with others with tact and good judgment

Ability to react quickly, assess, and implement solutions

Demonstrated ability to grow revenue in enterprise, multi-national accounts

Budget management

BENEFITS & PERKS

Unlimited PTO

Excellent medical, dental, and vision coverage

Employee Equity and Stock Purchase Plan

Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!!

SALARY RANGE

The salary range for this role is $130,000 - $150,000 , depending on experience.

PEOPLE & CULTURE AT ZETA

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here: https://zetaglobal.com/blog/a-look-into-zetas-ergs/

ZETA IN THE NEWS!

https://zetaglobal.com/press/?cat=press-releases

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