Merkle Cardinal Path, part of Dentsu, is a leading digital analytics and digital marketing firm focused on delivering insight, understanding and outcomes that create a competitive advantage for our clients. We engage at the strategic, business, and technical levels to generate tangible and quantifiable value for our partners. Cardinal Path’s mission is: To know. To Share. To be our Partners’ competitive advantage. And our company culture reflects the importance of our people’s expertise, wellness and happiness in everything we do.

Merkle Cardinal Path Center of Excellence (CoE) is responsible for product and consulting support to 200+ clients. The CoE includes teams of Client Success, Analytics Implementation and Project Management. We serve our clients with a strategic approach which enables our team members to make agile and smart strategic decisions daily.

Who we are looking for

If you are driven, determined and want to take the next step in your career, this is the role for you. Great career progression opportunities await the right person in this position.

Cardinal Path Center of Excellence is looking for a technical, self motivated and inspiring Client Success Manager who is an experienced sales professional with a proven record of working with cross-functional tech teams and enterprise clients with complex portfolios.

Establish Client Support Practices

• Responsible for creating policies and procedures that optimize the client experience
• Gathers feedback from their clients, study other client success programs and analyze client data to identify the best practices in collaboration with the Director of Center of Excellence
• Support the Director of the Center of Excellence in establishing policies and processes the entire staff can adhere to so all clients receive the same quality of service

Provide Technical and Product Support

• Must know the company’s products and services inside and out T
• Often called upon to provide technical support to customers or to provide training on their products
• Help clients plan and understand the best ways to utilize their products based on the customer’s business needs or business plans

Supervise Employees

Supervising the client success team and supporting the Director of Center of Excellence with human resource tasks such as hiring and training staff. This may include reviewing applications, conducting interviews, and providing on the job training or mentoring to new employees. They also conduct performance evaluations and handle disciplinary actions for their staff.

Drive Organic Growth

The Client Success Manager plays a pivotal role in helping to deliver digital strategy, technology, digital media and analytics solutions to our enterprise clients. The position requires the ability to simultaneously lead a large book of accounts in multiple industries with the goal of meeting organic growth revenue targets.

This role requires a general technical background, strong business knowledge and very strong sales and negotiation skills. It is extremely important for this person to possess excellent communication skills to routinely interact with team members and external clients. The Sr Client Success Consultant should have a passion to help meet and exceed revenue targets within the organization. The work is varied and challenging and you must enjoy and thrive in a fast-paced deadline-driven environment.

The Client Success Manager is responsible for customer-retention and organic growth of enterprise clients at Cardinal Path Center of Excellence. How you go about this can vary quite a bit depending upon the industry, but your work is always based on relationship-building, strong communication skills, and the ability to sell and pitch products and services.

The Customer Success Manager serves as liaisons between a company's upper management and clients, and as the first line of defense whenever potential problems arise. They are expected to be proactive as well as reactive to handle customers' concerns and find new ways to prevent these problems from occurring in the future.

What to Show

●Bachelor’s degree in marketing, advertising, communications, engineering, mathematics or statistics.

●6-8 years of work experience with large digital analytics and media engagements.

●A solid understanding of media strategies and Google platform knowledge as well as digital tactics that can be employed.

●Proven experience working with large or multi-workstream accounts; including case studies highlighting the growth of accounts that have been managed.

●Experience managing profitable budgets, meeting deadlines and managing direct reports.

●Experience working with international client accounts is a plus.

●Experience managing teams of clients success or client service consultants.

●Excellent verbal, written and communication skills with experience creating clear, concise, professional documents and presentations. Excellent storyteller.

●Team player: shares what they know, and is comfortable seeking out information to close knowledge gaps of their own. No egos.

●Distinctive willingness and hunger to learn and grow professionally

●Coachability and strong work ethic

●Experience producing technology and digital transformation strategies and roadmaps for external customers utilizing Marketing Technology Stack solutions

●Experience in creating strategic roadmaps with customer stakeholders to help produce solution adoption and business value

●Experience working with enterprise customers in IaaS, PaaS, or SaaS

●Expert knowledge of either Salesforce or Netsuite or comparable CRM platforms

●5 years of customer facing experience

●3 years of sales experience in tech field

●3 years of people management experience

●Exceptional communication skills (presentation/writing/negotiation)

●Candidates should have a strong sales and account management toolkit:

• Ability, creativity and resourcefulness to source for leads in current pool of existing clients
• Ability to pitch and articulate value propositions and selling points very clearly and succinctly
• Ability to build strong authentic relationships with clients
• Ability to hold and navigate the room, handle tough questions, ask probing questions, and drive the agenda and follow up with clients

We know through experience that different ideas, perspectives and backgrounds foster a stronger and more creative work environment that delivers better business results. We strive to create workplaces that reflect the clients we serve and where everyone feels empowered to bring their full, authentic selves to work. We are committed to working with our candidates from all ability levels throughout the recruitment process to ensure that they have what they need to be at their best. If you need accommodation during the application or interview process, please contact [email protected] or to begin a conversation about your individual accessibility needs throughout the hiring process.

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