Client Success Director, Retail Media

Ready to take your career to the next level?Skai is looking for the best and the brightest to join our rapidly growing Ecommerce team. We're proud of our industry-leading digital technology but we're even prouder of the people behind it. That's where you come in!Our work environment is very fast-paced and entrepreneurial as we rapidly expand our offering across Ecommerce publishers like Amazon, Walmart, Target, Instacart and Criteo. We believe in our core values - passion, integrity, innovation, and humility - because we know we can delight our customers when we adhere to them.The Ecomm Client Success Director (CSD) is responsible for building and maintaining great relationships with client stakeholders in their established book of business ranging from senior executives to day-to-day practitioners. The CSD is ultimately accountable for driving true value for Skai customers by bringing an empathic, solution-oriented, growth mindset to all engagements. Client Success Directors directly contribute to clients' satisfaction and lead our vital business objectives including retention, same store growth (SSG) and upsell/cross-sell. Additionally, the CSD role works closely with Product, Sales, Marketing and Leadership to accelerate Skai's position as industry-leader in connected commerce. Lastly, CSDs collaborate with parallel support teams including technical account management, solutions, onboarding, training and expert services, all with the objective of delivering best-in-class service.The ideal candidate will understand our customer's strategic goals and advertising tactics from hands-on Ecomm experience through the end-to-end cycle of strategic planning, execution and analysis of Ecomm paid media for retailers such as Amazon, Walmart and Target. We welcome candidates that bring project management skills, operational excellence and a mindset towards process. Top candidates will have foundational business development skills, including professionalism, interpersonal communication and strong presentation abilities. Duties and Responsibilities:Develop a trusted advisor relationship with key customer stakeholders and executive sponsorsOperate as the lead point of contact for any and all matters specific to your customersBuild and maintain strong, long-lasting customer relationshipsStaying current and having expertise on the rapidly evolving Ecomm ecosystem including industry trends, best practices and the competitive landscapeGather valuable feedback about customer needs, finding workarounds when possible and documenting product requests for Skai R&D teamsCommunicate the progress of monthly/quarterly initiatives to internal and external stakeholdersForecast and track key account metricsMaintain account, asset and contact records within our CRM and other account planning frameworksIdentify upsell and cross-sell opportunity within customer base and collaborate with sales teams to ensure growth attainmentAssist with high severity requests or issue escalations as neededContribute to the formulation and approval of branded client case studiesPossess a strong command of Skai's Ecomm offering and capabilities, then translating that to client success and growthDevelop and lead Skai Business Reviews with key accountsTrack contract renewal dates and implement retention plans as neededEnhance the effectiveness and efficiency of our Client Success team through usage of technology and processPartner closely with internal teams to balance, meet and exceed customer expectationsSkai RequirementsPassion and dedicationDesire to be the bestAbility to work both independently and as part of a teamStrong interpersonal communication skills - written and verbalProven track-record of problem-solvingResults orientedCore values alignment Position Requirements:B.A. or B.S. or equivalent experience 3+ years of Ecomm subject matter expertise for Skai supported retail publishers (Amazon, Walmart, Target, Instacart, etc)3+ years experience demonstrating strong aptitude for Ecommerce paid media (i.e., Sponsored Ads), and an understanding of how activations fit within a full funnel strategy5+ years experience in client services and/or technical project managementDeeply analytical with experience using data, frameworks and analytical tools to generate actionable insightsAbility to thrive in a fast paced environment with tight deadlinesAbility to elicit client feedback to help direct continuous improvements for Skai technologyPhenomenal communication skills and organized project managementExperience collaborating with globally distributed teams in local and virtual environmentsOrganized and methodical, with excellent time management skillsStrong video call skills and professionalismRelevant experience in a high touch customer support modelSkai Ecomm or other comparable marketing platform experience preferredAbility to travel occasionally and lead in-person client meetings, subject to COVID-19 limitationsTechnical experience with SaaS tools and applications such as Excel / Sheets, Powerpoint / Slides, Word / Docs, Slack, Zoom, Asana, Salesforce, etcThe annual salary range for this position is $105,000-115,000. The actual salary will vary depending on the applicants experience, skills and abilities as well as internal equity and market data. This position is also eligible for additional quarterly bonus compensation through one of Skai's highly attractive incentive plans, full details will be provided during the recruitment process.Equal Opportunity EmployerSkai is an Equal Opportunity Employer. At Skai, we believe ensuring a diverse, equitable, and inclusive workplace is not just an ideal to strive for; it is right, necessary, and our responsibility as humans. Our full DE&I commitment and global framework can be viewed on our company website and are aligned to our core values. We strongly encourage and seek applications from women, people of color, and bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, medical condition including acquired immune deficiency syndrome (AIDS) and AIDS-related conditions, or any other protected status. Also pursuant to the San Francisco Fair Chance Ordinance, we encourage and will consider for employment qualified applicants with arrest and conviction records.Applicants with DisabilitiesReasonable accommodation will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of special needs at the time of application.Skai is an E-Verify employer.

Created: 2025-02-04