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Senior Account Manager

Visual IQ is the industry’s leading provider of marketing intelligence to solve the puzzle of people based marketing. We combine the power of audience with attribution in a single platform, so that advertisers can understand marketing performance in combination with the unique profiles of their customers and prospects. Visual IQ delivers a marketing intelligence platform that empowers advertisers to analyze audience attributes and behaviors, optimize budgets, customer experiences and business results.

Job Summary

Senior Account Manager/Customer Success Manager is responsible for developing customer relationships that promote retention and customer satisfaction and growth. Will work closely with customers to ensure adoption, usage and satisfaction with the products and services purchased by the customer. Help customers plan and understand the best ways to utilize Visual IQ's software platform based on the customer’s business needs or business plans and educate customers on the flexibility and capabilities of their software.                              

Responsibilities

  • Oversee the customer lifecycle and ensure organizational alignment to proactively drive adoption and usage of the VIQ platform.
  • Align customer objective to a success roadmap, advise on digital marketing best practices and ensure executive alignment to drive organizational maturity
  • Success metrics in the role include
    • Usage and feature adoption
    • Client advocacy/Net promoter score
    • CSAT
    • Retention & Growth.  

The CSM achieves these objectives by providing the following services to his/her assigned customers:

Best Practices and Customer Health – monitor the health of assigned accounts and drive a set of actions to help ensure client success

  • Monitor customer usage, feature adoption, and overall health
  • Understand customer business strategy and business case, and drive alignment between customer objectives and VIQ capabilities
  • Develop a “success plan”, a plan of action to help ensure customer success and ROI
  • Make proactive recommendations on leveraging VIQ solutions
  • Relationship Management – build and sustain relationships with stakeholders and decision makers in assigned accounts
  • Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts
  • Manage client expectations around solutions
  • Communicate status at executive levels inside client and at VIQ
  • Monitor customer satisfaction and drive references
  • Facilitate two-way communication to address customer needs
  • Serve as an escalation outlet and ensure critical client issues are addressed by the appropriate VIQ teams
  • Coordinate client activities throughout their life cycle closely with services, support, education/training, and Dev/Operations

Client Retention and Growth – partner with Sales and Services to help ensure retention and growth of assigned clients

  • Work with Sales and Services to understand client expectations and to successfully transition into the client success model
  • Identify opportunities for solution expansion
  • Drive action plans around accounts that are at risk of non-renewal

Product Enhancements and Feedback

  • Educate clients on the offering strategy and roadmap
  • Advise on best practice product usage with practitioners and conduct business reviews with executives to ensure alignment. Ensure that assigned clients leverage new features
  • Solicit client feedback on product features and capabilities
  • Provide input to Development and Product Management regarding offering strengths and weaknesses
  • Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes

Events and Programs – Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices

  • Drive attendance and speaker participation in regional and global user events
  • Leverage executive relationships to drive participation in our Customer Advisory Boards and ‘CXO’ studies
  • Drive customer participation in Marketing webinars and lead gen programs
  • Contribute to knowledge bases, white papers, webinars and other programs for capturing and sharing best practices with all clients
  • Represent VIQ’s domain expertise online – in VIQ and industry communities, web publications, blogs, etc.

Requirements

  • 5-10 years’ experience in a client services, marketing, consulting and/or Sales role
  • Excellent understanding of SaaS value delivery
  • Digital media ecosystem experience and/or familiarity is required
  • Passion for customer service and relationship building. Desire to thrive in a fast-paced, constantly changing, results driven work environment
  • Experience working in a highly accountable, analytics/metrics driven culture is highly desirable
  • Strong written and verbal communication skills with the ability to instill confidence with internal stakeholders and clients
  • A Bachelor’s Degree or equivalent preferably in Marketing, Business, Advertising, Communications or technical field
  • Customer and team-focused, delivery-oriented; motivated, and values honesty and integrity
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