NOTE: This role can be based in LA or NYC (remote)

Our client Social Native is a marketplace technology company that empowers marketers to source and optimize visual content to improve brand awareness and performance. Brands such as Adidas, L’Oréal, Crocs, Nestlé Waters, and Unilever trust Social Native to source and create high-performing visual content to improve the performance of their ecommerce marketing and paid and organic social strategies.

With the recent acquisition of Olapic, they’re changing the way marketers evaluate, refine and optimize their visual content strategy. They’re developing an all-in-one platform that provides brands with data-driven insights, scales content creation, measures the impact of their work, and optimizes content for even greater results.

To help support their rapid growth, they’re actively searching for a Vice President of Global Customer Success who has a proven record of integrating people, building a strong account management function for a global company, building and implementing global processes, building strong data driven performance metrics, revenue analytics and other resources to achieve high performance results.

To help support their rapid growth, they’re actively searching for a Vice President of Global Customer Success who has a proven record of integrating people, building a strong account management function for a global company, building and implementing global processes, building strong data driven performance metrics, revenue analytics and other resources to achieve high performance results.

Responsibilities

• Lead the customer success function to ensure they are providing value to customers and meeting expectations and deliverables. This role and team will seek out other opportunities to help solve customers’ needs that can be provided by Social Native solutions. This role is responsible for retaining customers, expanding their services provided and growing revenue. This will be done through a variety of means to include establishing and monitoring performance KPIs, providing business reviews, surveying customers, obtaining positive customer references and creating case studies validated by customers. The ideal candidate will have experience gained through online platform for sales and marketing content solutions provider.
•  Lead the teams to develop and manage strategic account plans for customers.  Ensure they are meeting or exceeding customer expectations. Develop processes for account managers to work with customers to evolve their solutions as their business needs change. Develop data driven metrics around all levels of revenue performance, employee performance and customer performance.  Facilitate contract renewals and develop strategies to retain customers and determine how they can expand their business by offering more services that add value to each customer. Continuously explore improvement initiatives to demonstrate high value propositions for customers. Collaborate with Sales, Support, Product and Operations to ensure we have efficient and effective relationships with customers.
• Over time expand, manage, recruit, hire, onboard, develop, empower and continuously inspire an efficient, practical and effective team of talented, ambitious people to achieve the objectives and goals of the department and organization. Identify top talent within your organization and insure they are developed and rewarded to incentivize performance and retention. Work collaboratively and in support of an executive team focused on driving the aggressive growth of their customer base while providing the highest value. Operate with integrity that earns trust. Celebrate daily wins. Set up and drive accountability for results every day in a timely way within your organization. Focus on execution.
• Continuously communicate the company’s purpose, direction, and values to your employees and educate them on how each of them impacts standards and targets. Create and support a culture of consistent and continuous communication, collaboration and integration to drive high performance. Instill a team-based mindset and lead it throughout the organization. Support and educate business teams to achieve their goals, translating financial thinking, information and actions into execution. Develop and execute coherent plans that are tied to the vision, mission, and values of the organization. Develop and implement incentives to drive performance. Align department goals with organizational goals to ensure the company is moving in the right direction and hold people accountable to those goals. Intervene immediately to eliminate non-productive conflict. Create a strong, high performing department populated by confident and capable talent able to serve internal and external customers. 

• BS/MBA in Business, Sales and/or Marketing.
• Experience:
  • 8 to 10+ years of digital marketing and/or advertising client services experience, ideally with 3+ years of experience within the Influencer Marketing or Content Marketing space
  • 5+ years of experience hiring, training and managing client services teams.
    • Global experience preferred
  • Proven track record of successfully managing and building relationships with global brands and agencies, cultivating sustainable business growth through these relationships
  • Effective communicator with all levels and ability to clearly articulate products value proposition
  • Demonstrated ability to analyze data and present in manner that can be understood/interpreted
  • Interacting with a high performing executive team

All your information will be kept confidential according to EEO guidelines.