Senior Director, Customer Success - Martech and Data Analytics

Bounteous is a premier end-to-end digital transformation consultancy dedicated to partnering with ambitious brands to create digital solutions for today’s complex challenges and tomorrow’s opportunities. With uncompromising standards for technical and domain expertise, we deliver innovative and strategic solutions in Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing.

Our Co-Innovation methodology is a unique engagement model designed to align interests and accelerate value creation. Our clients worldwide benefit from the skills and expertise of over 4,000 expert team members across the Americas, APAC, and EMEA. By partnering with leading technology providers, we craft transformative digital experiences that enhance customer engagement and drive business success.

The act of hiring is not simply to up the headcount or to fill a seat quickly. When we hire at Bounteous, it’s to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. We offer our team members advanced growth and professional development opportunities and can't wait for you to experience this yourself as a Senior Director, Client Service. This position reports to the VP, Client Service and the right candidate will largely be autonomous in managing their account.

Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world’s biggest brands.

Role and Responsibilities

Partner with client leaders to create rich, relevant customer experiences that drive results

Act as the key liaison between Bounteous and your accounts, comprising $4M-$8M in revenue, with a focus on organic growth and establishing long-term partnerships

Develop and manage a strategic account management plan that establishes multi-threaded relationships, identify and mitigate threats, develop opportunities and raise our strategic role within the client’s business model

Immerse yourself into our client's brand and partner with them to identify long term goals and key objectives

Articulate and hold the full-range of client leaders’ concerns and acts as a client partner

Lead new Statement of Work kickoff and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development

Establish strong working relationships with client and colleagues to foster a collaborative environment for the team to think creatively and solution together

Drive the decision-making process and participate in key planning milestones

Guide the design and development teams from initiation through to completion

Understand the scope of programs as defined by the business requirements and budget process

Prepare client dashboards, provide reporting and analytics and consultation

Manage and provide career coaching for 4-5 professionals, including daily mentorship and assigning of work, performance assessments, and career development support

Partner with Program Delivery/Project Management team to ensure that work is delivered to client’s satisfaction

Preferred Qualifications

BA/BS degree or equivalent consulting agency experience preferred

Consulting experience in either or a combination if consumer e-commerce, b2c services, retail or healthcare services

10 years of client service, digital marketing, program management or account management experience

Proven track record of building and managing client relationships, generating revenue, and leading successful project deliveries.

Deep understanding of digital technologies, including cloud computing, data analytics, artificial intelligence, and cybersecurity

Must have transformation consulting experience in at least two of the following disciplines – Customer Experience Innovation, Marketing Tech, Customer Analytics, Omnichannel Integration, Product Design

Must have exposure on building and nurturing business case for large initiatives including ROI and payback calculation

Familiarity with key e-commerce-centric KPIs and ability to drive customers and teams towards priorities utilizing the expected and achieved outcomes

Excellent listening, presentation skills, and strong negotiation skills

Ability to manage multiple projects and attention to detail a must

People management and mentorship skills and experience

Deliver client-focused solutions based off client goals

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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you’re missing some of the above), we encourage you to apply.

Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community.