Director – Client Success

Job Description

A Director, Client Success who will bridge the gap between our product and Agency client teams for our media OS suite of products.  You are responsible for the adoption and usage of the products and to ensure that our end users have a clear understanding of each feature and the best practices for usage.  You will include a combination of onboarding client teams and Agency. Champion to the platform including training, trouble shooting , UAT andproject management.

You will report to Vice President, Media Data Product Management

This is a hybrid role, requiring three days in-office each week. If you are contacted for an interview, your recruiter will discuss specifics with you, inclusive of any necessary reasonable accommodations.

Responsibilities:

• Partner with new business and current operations teams to onboard portfolio of marquee clients to the OS applications by outlining pre-requisites and determining client team eligibility by assessing current processes and people on the team
• Demonstrate understanding of core business problems to lead organizational change and overcome barriers to onboard client teams  to new applications
• Design deployment and business operations plans in partnership with key stakeholders on client teams
• Collaborate with product marketing to ensure user guides, training and incremental training plan(s) are in place by client
• Train and support end-users and Agency Champions on core functionality
• Identify and support internal champion(s) to drive organizational change, and ensure adoption and support of product suite
• Develop deployment roadmap and partner with Product Managers to validate timelines together with new feature release
• Troubleshoot and conduct functionality testing if client teams find bugs/report issues
• Perform UAT testing before new functionality release to production
• Update and train end-users/Agency Champions on new features and continuously gather feedback
• Coordinate with global contacts and maintain ongoing communications to help ensure success using OS applications

Qualifications

• 5+ years of experience in communications, sales, account management, or customer success
• 3+ years of experience onboarding/training teams in a technology environment or with enterprise level applications 
• Minimum 3+ years’ experience in the media space
• Experience working on products, solutions, or Ad Tech including troubleshooting issues and performing UAT 
• Experience driving organizational change management
• Project management skills and the ability to guide decisions across cross-functional stakeholders
• Experience working with Agile Project Management tools such as Jira, Confluence, or equivalent