Director of Customer Success

Location: Hoboken, NJ- 5 days a week onsite

Director of Client Success

RETAIL MEDIA IS A MUST ***

The Head of Client Success at the world’s largest company, you'll guide a powerhouse team of over 50 associates, building best-in-class advertising experiences while providing top-notch client service. Reporting to the VP, you'll shape a dynamic service organization. You will develop advanced sales programs, mentor rising stars, and set new industry benchmarks. With your expertise in media planning, retail media channel mix, and account management, you'll create impactful client experiences and guide strategic decisions.

Join our growing, high-visibility team in the world's largest company, where we believe in targeted, accountable digital advertising, backed by our first-party membership sales data. Growth in our digital advertising business is important to Sam's overall growth strategy and is achieved when your digital expertise drives growth and helps sell more goods online and offline.

• Strategic Account Planning and Forecasting
• Develop organizational best practices for cross-selling to clients/sellers.
• Lead the design and implementation of cross-selling programs.
• Establish strategic account planning standards, policies, and best practices.
• Implement sales forecasting standards and promote the use of new technologies.
• Client Service Excellence
• Coach team members to implement client service improvement programs.
• Manage projects for creating an environment that values client service.
• Define processes for managing client expectations and service delivery.
• Develop strategies to attract an experienced and engaged workforce.
• Applied Business Acumen
• Develop business strategies with executive leaders.
• Evaluate and approve strategies and programs.
• Contribute to strategic decision-making and define business cases for development.
• Contribute to the external community to build our brand and influence industry practices.
• Product Expertise
• Lead sales activities for the entire product portfolio across multiple segments.
• Design sales communication frameworks and establish guidelines for addressing client needs.
• Work with our teams to identify critical gaps and build solutions into product roadmaps.
• Relationship Management
• Build collaborative alliances with multiple partners.
• Create an environment that supports collaboration with partners from different functions.
• Foster a culture that values diversity of thought and inclusion.
• Sales Proposals and Presentations
• Develop strategies for increasing sales through proposals and presentations.
• Mentor team members on the quality of sales proposals and presentations.
• Predict trends and lead the use of industry best practices.
• Client Onboarding
• Design smooth onboarding processes by using domain expertise and industry best practices.
• Manage escalations from customers and maintain relationships through issue resolution.
• Coach team members on best practices to guide great client experiences.
• Business Insights and Analytics
• Build functional strategies using appropriate analytics and data.
• Redefine business plans, operating models, and advertising plans.
• Promote a culture of using predictive and advanced analytics for business decisions.

• 15 years’ experience with campaign management, media planning, and programmatic operations.
• 7 years’ experience managing large/complex teams across multiple locations.
• Bachelor's degree in engineering, information technology, business, marketing and sales, or related area and 7 years' experience in relevant fields or 9 years' experience in business management, marketing and sales, omni-channel merchandising, or related area.
• Experience in end-to-end account management from signed IO to post campaign wrap report.
• Experience with media planning and strategy beginning with pre campaign live optimization to post campaign.
• Understanding of retail media channel mix - on and off platform and other.
• Customer service excellence and client-first mentality.