This position is a multi-faceted role which involves a strong focus on ongoing client management, relationship building and network satisfaction. Customer Success Director’s at YBN are responsible for partnering with Sales team and Performance team members to define the strategy and implementation of technology driven marketing solutions. Additionally, Customer Success Directors will continue to work directly with clients to ensure retention, satisfaction and growth across their assigned book of Yodle for Brand Network accounts.
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•Maintain routine communication with corporate accounts and conduct regular account reviews
•Responsible for performance, corporate satisfaction, and network satisfaction of assigned accounts
•Drive and implement client specific strategy for assigned accounts
•Form deep relationships with corporate clients serving as a trusted advisor to their business
•Serve as an extension of clients internal marketing department
•Make recommendations on what will work best for franchise accounts and multi-location businesses
•Leverage Centermark 2.0 Business Intelligence to provide analysis, business insights, and uncover areas of opportunity and growth in assigned accounts
•Partner with Sales to develop and drive account growth
•Properly leverage internal resources for delegation and account support
•Provide mentorship and guidance to location level support to ensure network satisfaction and success
•In-depth understanding of digital marketing landscape including ongoing self-study/research for client application
•Manage projects across accounts to ensure timely and accurate delivery of services
Requirements:
•Experienced in interfacing with executive level contacts and comfortable in a presentation setting
•Track record of being a solution oriented individual who has successfully developed/deployed program improvements
•Past experience managing complex cross-department projects
•Experienced in handling escalation conversations with both corporate and local contacts
•Previous management of a book of business with high revenue impact
•Ability to scope accurate Statements of Work that properly outline deliverables for client projects
•Digital marketing expertise in SEO, PPC, Display, Social Advertising, and Email Marketing
•Enterprise sales/services experience working with VP and C-Level Executives
Minimum Experience Required:
•5+ years of relevant work experience
•Bachelor’s Degree
•Digital marketing experience required
•SAAS experience preferred
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