Director, Customer Success - Zeta Global

WHO WE ARE 

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com.

THE ROLE

Zeta Global is looking for a dynamic, personable and strategically minded individual who is acutely skilled in client service management to join a growing team for some of our largest retail and global clients.  The individual will be a team player, solutions oriented and can manage multiple client and internal stakeholders at senior levels.  Having digital marketing experience is a requirement, with experience in traditional and emerging mediums a very strong plus.  A background in CRM business strategy and technology is required.  A background in being a leader on a large and multi-disciplined team is required. 

The successful candidate will be able to understand and proactively identify client and teammate needs and work with specialist teams to effectively develop business solutions across services and technology, as well as ensure excellence in delivery.  They will also have a proven track record in growing revenue across a book of business, as well as a strong understanding of technology and the ability to effectively communicate complex solutions to clients.  They will be able to successfully serve as the main conduit between our strategy, campaign and technical leads on the team and the client and/or other internal service groups (creative, data science, etc.) at Zeta Global. This a client facing, London based role, and you will be expected to work from the client’s office up to 3x weekly and meet in Zeta’s London office on a regular basis to meet and work with your key account team and SMEs.

This is a hybrid role based out of our London, UK office.

WHAT YOU WILL DO

• Serve as the owner of the EU / AU sector of a global account, knowing the total solution and being able to represent all aspects of the relationship to internal and external stakeholders. Act in a client-facing capacity to lead the direction, communications, and outcomes across both teams.
• Lead a cross-functional team including Operations, Strategy, Analytics, and Solutions within the CRM business unit, driving growth across Email and Media.
• Act as the voice of the client with internal stakeholders to ensure your client’s business priorities and impacts are known across the organization.
• Escalate any major client issues, bringing in senior management as appropriate. 
• Become well versed in all of Zeta’s capabilities and services in order to drive customer adoption and relationship growth.
• Develop a pipeline of new opportunities based on client needs and values. Assist in scoping of solutions for clients resulting in programs which support the client’s business objectives and position the relationship for success.
• Manage the delivery of scoped services for clients, coordinating efforts across the internal technical and operational teams (client solutions, analytics, operations, and implementation) and external teams, ensuring timeliness and quality at each step.
• Own financial forecasting on a weekly basis, reporting to the business changes in revenue.
• Own overall health of the account and satisfaction of the client, measured through relationship management across client’s organization and reoccurring client ratings (ie. NPS scores)
• Maintain a regular in-person presence with clients, be on site in client office 2-3x per week.
• Lead client calls and communications including the development of client-facing materials including proposals, presentation deliverables, strategic points of view, status reports, Quarterly Business Reviews, and requirements documents. Ensure and manage to outcomes and follow-ups.

REQUIRED EXPERIENCE

• BS or BA degree, preferably in Marketing or Business
• 7+ years’ in a senior digital and traditional marketing position managing senior clients and multiple stakeholders
• Previous experience with cross-channel digital and traditional marketing, partnership development, ecommerce and CRM
• Experience with ESP and CDP platforms within the Retail industry
• Experience in partnering with clients and colleagues on business strategy and solutions
• Proven revenue generation and growth across book of business
• Strong understanding of marketing platform technology
• Strong understanding of the various marketing mediums available: digital, emerging and traditional
• Management experience
• Superb communication skills
• Highly resourceful, solutions oriented with a positive attitude
• Accountability
• Team player
•  

EDUCATION AND CERTIFICATIONS

• BS or BA degree, preferably in Marketing or Business
• Proficient in MS Office: Excel, PowerPoint, and Word

SALARY RANGE

The salary range for this role is £$65,000 - £70,000, depending on location and experience. 

PEOPLE & CULTURE AT ZETA

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.  

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here:  https://zetaglobal.com/blog/a-look-into-zetas-ergs/ 

ZETA IN THE NEWS!

https://zetaglobal.com/press/?cat=press-releases 

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