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Acoustic, L.P.
,
London, Greater London
Customer Success Director
Overview
Job Description
Overview Acoustic's mission is to help marketers transcend the mediocrity in the marketing cloud landscape with modern tools, connected data, and a focus on marketing's biggest problems. Acoustic has been formed from IBM's Marketing Software unit to form the only independent, full scale marketing cloud entirely dedicated to marketers' needs. The objective of the CSD is to maintain and expand the client relationship and ensure client goals are achieved. The CSD is responsible for ensuring the satisfaction and growth of Strategic clients as well as monitoring the health of assigned accounts. The CSD drives a set of actions to help ensure the client is successful across the entire engagement lifecycle. Measurements are 1) driving customer health 2) renewal of contracts with existing accounts and 3) successful expansion/growth of revenue in Strategic accounts. Responsibilities * Develop account strategies in accordance with overall Acoustic strateg * Build and sustain relationships with stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout all lines of business * Work with clients to build a mutually agreed upon 'Success Plan' with performance objectives and critical milestones. * Conduct Executive Business Reviews to understand current adoption and deployment, business relationships, general issues, and leverage them to better position Acoustic's portfolio for cross sell and upsell. * Facilitate the involvement of the broader Acoustic family including Support, Offering Management, Product Development, Services, Provisioning, Marketing, and Solution Engineering to ensure client success and meet account performance objectives / customers' expectation * Work with clients to create a referenceable account base, build advocacy, including public promotion and external media engagement, and co-ordinate with Marketing to generate relevant Press Releases, Webinars and Case Studies. * Ownership of expansion, cross sell, and upsell at existing client base. Drive business development activities to ensure Clients are fully engaged, aware of the solution capabilities, and are continually active with Acoustic to maximize their investment. * Drive attendance to Acoustic events, PR activities and build positive client PR for Acoustic. Encourage participation in global and regional user events; leverages online and in-person customer events to share leading best practices. * Hold regular and effective communication with the client (QBRs, email, weekly scheduled calls, social media, etc.) * Identify, progress, close opportunities in assigned accounts Qualifications * Sales: Experience in driving a full sales lifecycle from pipeline development, to progression to close. Ability to cross sell additional solutions based on existing Acoustic footprint. Deep experience in selling SaaS based products with emphasis on how clients can maximize their investment across the entire Acoustic portfolio. Demonstrated success in retention of existing clients to minimize both short- and long-term churn. * Environment: Experienced in the solution domain and the requirements of SaaS. Drive customer satisfaction and success via comprehensive understanding of the client's business Key Performance Indicators (KPIs) and the internal and external processes needed to facilitate achievement of those KPIs. * Communication/Negotiation: Become a trusted advisor to our clients. Establish regular communication cadence with internal and external key stakeholders including the C-suite. Effectively manage expectations around service delivery, deliver statuses at executive levels, and coach personnel who are delivering status at lower levels in the organization. Serve as escalation point for client and facilitate resolution. Coordinate activities throughout client lifecycle including ongoing education, services, operational delivery objectives, adoption, and additional value-add solutions. Requires excellent oral and written communication skills. Has some program/project management skills and can perform basic project management tasks if required. Negotiation skills required to align client and Acoustic interests on business and/or technical issues with moderate to high complexity; and to drive action across multiple Acoustic teams as necessary to achieve ag reed upon client objectives. * Problem Solving: Educate clients on the offering strategy, roadmap, and provide advice on how to best leverage the offering based on understanding of client needs. Solicit client feedback on solution and provides input to Services, Support, Development, and Offering Management to drive solutions forward and align with marketplace and customer requirements. Inform clients of changes to procedures, processes, and products that might impact their business. Drive pro-active save action plans around at-risk accounts. Recognizes business and technical problems of moderate to high complexity and themes