Client Success Director

SmarterHQCustomer Success 3-5 Years

Job Description

SmarterHQ is a venture-funded startup founded in 2010 by former ExactTarget executives. Headquartered in Indianapolis, IN, with an office in Austin, TX, SmarterHQ is one of the fastest-growing tech companies, ranking on IBJ’s Fast25 twice, Inc. 5000 for four consecutive years, and listed on Indiana Companies to Watch. SmarterHQ has been recognized to deliver 667% ROI for customers by Forrester’s Total Economic Impact study, named by TechPoint as Start-Up of the Year, and named by Adweek as a Trailblazer in Marketing Tech.

The Client Success Director will own a portfolio of client accounts (in the large brand/retail vertical) and is responsible for ensuring their success with the SmarterHQ customer intelligence platform. You will combine your own expertise in digital and cross-channel marketing with a deep understanding of your client's business to create and launch a roadmap of highly segmented email marketing and web personalization campaigns. Our clients are mostly multi-channel retailers, and we are growing into other verticals as well.

Responsibilities and Duties
- Manage a portfolio of 12-15 clients in the retail industry
- Develop a roadmap of digital / cross-channel marketing campaigns focused on email marketing and onsite personalization (ecommerce) for each client that addresses that client's business goals
- Train your clients on how to use the SmarterHQ platform
- Compile and understand campaign results/analytics to inform the evolution of the roadmap
- Conduct Quarterly Business Reviews with your client to review campaign performance and refresh on client's strategic needs
- Serve as quarterback for the account inside SmarterHQ across other teams as needed
- 25% travel on a monthly basis

Qualifications and Skills
- Experience with creating and launching email marketing strategy and campaigns for retailers on one or more ESP (email service provider) platforms such as Salesforce Marketing Cloud, Silverpop, Responsys or Cheetahmail (Experian)
- Experience with web personalization, display advertising, behavioral data for retailers
- Experience managing multiple accounts/stakeholders -- either externally or internally
- Strong understanding of digital marketing analytics
- Ability to "influence without authority," convincing clients to invest time in the SmarterHQ program over other priorities
- Exceptional communication skills, ability to earn your client's trust and get them excited about the program you have created for them
Bachelor's Degree in Marketing, Communications or related field

- Health Insurance, Dental, Vision, HSA Employer Contribution, 401(k) Plan
- Company Provided Disability & Group Life Insurance
- A startup culture tuned for success - with complete transparency of the entire business performance
- Work at home flexibility
- Well-stocked, vibrant office
Unmetered paid time off
- Mobile phone and gym membership stipend
- Employee recognition, training, and mentoring opportunities
- Customers that you recognize and a sales team that regularly wins against Fortune 500 competitors

Posted On

June 23, 2020