Client Services Director, Convertro + ONE (AOL) (New York or Los Angeles)

  • New York, NY
  • Full-time

Company Description

A little about Convertro:

Convertro is an OATH company, originally acquired by AOL in May 2014 to serve as an integral component of the Ad Solutions Programmatic tech platform...the marketing ROI brain of the platform. Convertro is a stand-alone brand recognized by industry analysts as the #1 Multi-touch Attribution provider, and was recently ranked a strong performer in the new emerging space of “Unified” measurement and optimization, combining MTA and MMM in a more scalable, automated way. It’s clients consist of Fortune 500 Advertisers globally and typically at the CMO/VP Marketing level engagement. Some multi-year retainer-based clients include: Verizon, Bank of America, Pfizer, IBM, Staples, GAP, Marks and Spencers, Amazon, etc. Convertro is also an integrated brand across OATH properties...at least that is the goal--think “Intel-inside” or ingredient brand to a larger effort.

Convertro's Oath in Three Words: Wisdom through data

Job Description

The Client Service Director’s primary responsibility is to drive adoption, engagement and expansion of Convertro’s multi-touch and holistic attribution software and services across his/her assigned book of business through the post-sale relationship management of Convertro’s key Brand and Agency customers. This is a hands-on role in a technical environment. While the main objective is to prove value to the C-Level / CMO at the client, and drive platform adoption through product training, the successful candidate will also be expected to quickly grasp technical solutions and often times interact with the Convertro product and development teams. Ensuring the customer's voice is heard by suggesting product features and enhancements as well as documenting barriers to adoption and success are critical tasks. As a trusted advisor, clients look to the Director for guidance and empowerment. This is a player/coach role, reporting to the Head of Client Services and directly managing a small team of Client Services Managers.

Main deliverables:

• Serve as the strategic, trusted advisor to Convertro’s key accounts

• Drive annual subscriptions to successful renewal

• Conduct monthly/quarterly business reviews to continually reinforce alignment w customer's business objectives

• Deliver the training curriculum (modular based)

• Lead monthly/quarterly cross-channel strategy and optimization sessions w the support of advanced analytics

• Partner with product to develop custom solutions specific to your customer base

• Deliver product roadmap release messaging

• Provide customer feedback/feature enhancement requests back to product

• Improve/develop internal processes and external customer collateral particular to your tier of customer

• Drive case study creation

• Participate in Customer Forums and other retention marketing events

Qualifications

Minimum Qualifications:

Experience in an enterprise software company, direct brand marketing, advertising technology company, or agency leveraging multi-touch attribution (MTA) and/or marketing  mix  modeling (MMM).

• A track record of strong professional relationships both internally and externally

• Strong grasp or experience with web analytics solutions (Omniture, Coremetrics, WebTrends, 

  Google Analytics)

• Experience with Third party ad-serving solutions (DFA, Atlas, Mediaplex)

• Demonstrated ability to add value to clients by creating strategic solutions and leveraging other 

 areas of the organization to create a unique value proposition for every client

• Proven experience in client renewals and driving incremental account growth quarter over quarter

• Comfortable presenting key product value and insights to CMO level executives

• Ability to manage expectations around contracted services setting a standard for the day-to-day 

  management of client business and the long-term relationship with advertising agencies and brands

• Excellent attention to detail and the ability to proactively manage client initiatives to completion

• Exceptional verbal and written communication skills

• B.A. or B.S. in either a technical discipline or business

• 10+ years in technology companies, client side, or advertising agencies in an account services role

• 10+ years of media-related project/account management experience

• Capable of performing 100% independently and autonomously, while fostering a team-based 

  environment

• Experience with CRM software (Salesforce preferred)

  Preferred Qualifications:

• Experience in technologies serving either the digital media, social media, mobile or search engine 

  marketing marketplaces

• Experience in working with Tier 1 advertising agencies is a plus

• Proven success providing technical demonstrations

Additional Information

About Oath:

Oath, a subsidiary of Verizon, is a values-led company committed to building brands people love. We reach over one billion people around the world with a dynamic house of 50+ media and technology brands. A global leader in digital and mobile, Oath is shaping the future of media.