Client Services Director Account Strategy AOL Los Angeles

Job Description: • 2-minute read •
Convertro / ONE Attribution is seeking a smart, technically savvy Director of Client Services to manage the post-sale relationships of our top tier, high profile customers. Customers are either Advertising Agencies or direct Brands. The successful candidate will manage the day to day success of our new and current customers. This is a hands-on role in a technical environment.
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While your main objective is to prove value to the C-Level / CMO at the client, and drive platform adoption through product training, you will also be expected to quickly grasp technical solutions and often times interact with the Convertro product and development teams. Ensuring the customer's voice is heard by suggesting product features and enhancements as well as documenting barriers to adoption and success are critical tasks. As a trusted advisor, clients should look to you for guidance and empowerment. This is a player/coach role, reporting to the VP of Client Services with oversight to a small team of Client Services Managers.

Main deliverables:

• Drive annual subscriptions to successful renewal

• Conduct monthly/quarterly business reviews to continually reinforce alignment w customer's business objectives

• Deliver the training curriculum (modular based)

• Deliver monthly/quarterly cross channel optimization sessions w the support of advanced analytics

• Partner with product to develop custom solutions specific to your customer base

• Deliver product roadmap release messaging

• Provide customer feedback/feature enhancement requests back to product

• Improve/develop internal processes and external customer collateral particular to your tier of customer

• Drive case study creation

• Participate in Customer Forums and other retention marketing events
Qualifications
•Experience in an enterprise software company, direct brand marketing, an advertising technology company, or an advertising agency leveraging multi-touch attribution (MTA) and/or marketing mix modeling (MMM).

• A track record of strong professional relationships both internally and externally

• Strong grasp or experience with web analytics solutions (Omniture, Coremetrics, WebTrends,

Google Analytics)

• Experience with Third party ad-serving solutions (DFA, Atlas, Mediaplex)

• Demonstrated ability to add value to clients by creating strategic solutions and leveraging other

areas of the organization to create a unique value proposition for every client

• Proven experience in client renewals and driving incremental account growth quarter over quarter

• Comfortable presenting key product value and insights to CMO level executives

• Ability to manage expectations around contracted services setting a standard for the day-to-day

management of client business and the long-term relationship with advertising agencies and brands

• Excellent attention to detail and the ability to proactively manage client initiatives to completion

• Excellent verbal and written communication skills

• B.A. or B.S. in either a technical discipline or business

• 9+ years in technology companies, client side, or advertising agencies in an account services role

• 9+ years of media-related project/account management experience

• Strong computer skills, especially in Excel, Power Point, and Word

• Ability to multi-task in a fast paced environment

• Capable of performing 100% independently and autonomously, while fostering a team-based

environment

• Experience with CRM software (Salesforce preferred)

Preferred Qualifications:

• Experience in technologies serving either the digital media, social media, mobile or search engine

marketing marketplaces

• Experience in working with Tier 1 advertising agencies is a plus

• Proven success providing technical demonstrations

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