Sr. Customer Success Director - Remote

The Senior Customer Success Director is responsible for building and overseeing the execution of Annual Plans with their assigned customer(s), developing customer relationships that promote retention and loyalty to Inmar/MarTech solutions. The Director will work closely with both dedicated (where applicable) and cross functional team members across analytics, customer intelligence, product, sales and operations personnel in support of customers to ensure they are satisfied with the services they receive and improves on areas of dissatisfaction.

Southeast location preferred but can be remote!

Build and execute annual plans with assigned customers, driving to meet and/or exceed Inmar’s and the customer expectations. Responsible for building and overseeing results vs forecast, building contingency plans to accelerate results

Lead the implementation of commercial planning/joint business planning with key retailers, leverage retailer’s assets to lock in advertising and offer based revenue in partnership with Inmar Sales

Coordinate with customers and the operations teams to ensure timely execution of advertising and offer programming

Oversee the training and onboarding of customers, ensuring strong adoption and ongoing engagement with contracted product solutions

Work with cross-functional teams to build and deploy the best practices to ensure customers are realizing the maximum benefit from the company's products and services

Lead monthly, quarterly and annual business review meetings with the customer in addition to leading weekly meetings and communications, providing visibility to progress made vs aligned goals

Manage successful renewal cycles, ensure contracts/MSAs/SOWs are complete, accurate and signed

Identify quality-improving and feature enhancement requests

Leverage usage patterns and business trends to gain insights, provide guidance and increase satisfaction

Collaborate with Retail Transformation team to share customer insights that inform upsell/cross sell opportunities and deliver the best service

Provide expert customer insight to Product teams on innovation and improvement opportunities for user experience, product features, and customer engagement processes to ensure rapid adoption, greater usage, and high renewal and referral rates

Work in collaboration for the Sales and Shopper teams to identify business opportunities specific to the customer(s), utilizing insights from post event analytics, customer intelligence and analytics

Train and develop direct reports, leading their professional development

Required Qualification:

Bachelor's degree

Southeast location preferred but can be remote

10+ years of progressive experience within a marketing, advertising technology firm, grocery, CPG manufacturer or retailer.

Digital media, in-store media, e-Commerce software, analytics and business operations knowledge preferred.

Experience working to promote value through customer experience.

Exceptional ability to communicate and foster positive business relationships.

Process analysis and optimization experience required.

Strategic thinker and creative problem solver

Demonstrated ability to build and lead Annual / Joint business planning with retailer partners

Minimum of 5 years of experience leading teams, both direct reports and cross functional team members

up to 20% travel

Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is: 

Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.

Occasionally required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.

Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.