Customer Success Director

Conductor, Inc.
New York, NY
30+ days ago

Job Description

We're seeking a Customer Success Director to orchestrate the alignment of SEO, content, and web teams for our growing portfolio of customers to gain the maximum benefit and adoption of our award-winning software platform, Conductor.

In this role, you will coordinate cross-functional efforts between the three core disciplines of organic marketing: SEO, Content, and Web. You will develop creative solutions to help our customers prioritize SEO across their organization, recommend best practices for a successful SEO initiative based on their experience and knowledge, and earn the credibility needed to build a strong relationship.

A day in the life…

  • Orchestrate the overall relationship with assigned customers, which will include: helping customers achieve their organic marketing objectives, growing platform adoption and ensuring retention.
  • Coordinating customer deliverables and expectations with SSM (SEO success manager)
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
  • Drive renewal with AM (account manager) who handles all commercials

Support Organic Marketing Outcomes

  • Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Conductor’s account team and externally to Customer Sponsors and Executives.
  • Build relationships with and educate individuals and organizations on the value of organic and content marketing to turn strategies into actions
  • Ensure customers make key process and behavioral changes to achieve time to first value solutions by conducting strategic onboarding workshops to help customers achieve their organic marketing result.
  • Work closely with the account management team to find opportunities for new usage of Conductor across organizational functions and work to identify and/or develop upsell opportunities

Support Platform enablement through:

    • Maintaining current functional and technical knowledge of the Conductor platform
    • Monitor and review customer health score (metric of number of active customer contacts in the platform) and work with SSM to maintain high level of platform engagement.
  • Serve as the escalation point for issues relating to client satisfaction & platform engagement.
  • Work collaboratively with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
  • Create compelling reports and finding the “story” in the data to tie SEO impact to business impact.
  • Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
  • Maintain strong documentation within the Gainsight system related to customer issues, proactive tasks and general account information.
  • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies

Requirements

  • Minimum of 6 years of relevant experience working at in Account Management, Client Services or Customer Success preferably at a B2B SaaS company or SEO agency
  • Experience working with digital or organic marketing teams including SEO, content, web/IT
  • Knowledge of organic search and how SEO activities influence search engine ranking algorithms
  • At least 3 years of prior experience managing a book of business and driving success with your clients
  • Prior experience training customers on how to use technology/software
  • Strong analytical and problem-solving skills
  • Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email
  • Have an ear for discovery and a deep desire to understand the customer’s needs and business.
  • Thrive in high-speed environments and see challenges as opportunities for our customers.
  • Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities.
  • Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines.
  • Possesses the ability to manage tough conversations in a professional and solution-oriented manner.

Conductor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


Our Mission

At Conductor, we believe a great company has a positive impact on the world, and on the people who build it. Therefore, we have two missions:
  • Customer-First – Transform marketing into a force for improving people’s lives.
  • People-First – Transform the workplace into a force that helps people grow.
For us, success is improving the lives of all the people in our orbit — our customers, our customers’ customers, our employee-owners, and our communities. We believe putting customers first is a better way to do marketing, for you and for your customers. When you create valuable, relevant content, you win new customers and help people.

Our Values

Collaboration

We believe that we do our best work when working together in cohesive teams.

Excellence

We believe in doing things the "right way" rather than the "fast way", and holding ourselves to a high standard of excellence.

Growth

We believe we do our best work when we're constantly growing, learning, and changing.

Communication

We believe in combining empathy with openness and honesty to set clear expectations and hold each other accountable.

Impact

We believe we're making the world a better place by empowering marketers to really help their customers rather than just sell stuff.

About Conductor

Marketers use our software and services to create and optimize valuable content so that it gets found, answers questions, and solves problems for real people. Conductor was named Top in the Forrester Wave for SEO platforms and is rated #1 on TrustRadius and G2Crowd by enterprise marketers.
At Conductor, we’re building amazing tech, bringing together the best marketing minds out there. It’s our focus on people and our mission that has led to being Crain’s “Best Place to Work” 9 years in a row.

Source

https://www.indeed.com/jobs

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