Customer Success Director

Location: California | Full-Time

About Jivox
Jivox is the market leader in Creative Advertising and DCO technology and is transforming the way the world experiences digital marketing. We connect brands with their audiences in the most personalized way: using big data, machine learning, 1st & 3rd part data and Dynamic Creative Optimization (DCO) technology to serve relevant messages in their purchase-intent micro moments across all channels. Our flagship Jivox IQ is purpose-built to assemble and deliver 1:1 personalized messages on-the-fly—through advertisements, email and social media. Powered by NeuronTM Machine Learning technology, this intelligent platform helps brands deliver, at scale, thousands of hyper-personalized messages through a real-time omni-channel experience—all made possible by integration with data of every kind: proprietary, audience, contextual, campaign. Jivox is trusted by hundreds of leading companies including Marriott International, Nike, Unilever, Vodafone, Mazda, Sony, REI and more

About the Team
The Customer Success & Client Strategy team was established in 2016 and has quickly grown to become the driving force behind Jivox’s growth in the ad-tech industry. Members of this team collaborate with Sales, Partnerships, Product and Client Services to win, onboard, retain and grow key

Job Description
The role will be responsible for the retention and growth of Jivox’s key accounts – both self-services and managed services tier 1 accounts. The role encompasses:

  • Working with execs from global brands such as Nike, Unilever, Marriott etc., across several geographies to help them apply personalization strategies so that the global brands are able to engage with their audience in an ever-changing digital ecosystem better and are able to meet their marketing KPIs.
  • Understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and execute the same
  • Conducting regular strategy reviews and cross-selling/up-selling relevant Jivox features that will contribute to the brand’s growth
  • Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate
  • Flagging key highlights & challenges such as client escalations, DCO WOW adoption, product adoption, feature requests etc., to the management team so that a timely action can be taken
  • Onboard clients & their partner eco-system along side Global Customer Onboarding & Activations team ensuring Jivox is at the center of their ad-tech ecosystem
  • The role can be seen as a mix of Account Management and Consulting
  • The right candidate should have an aptitude for analytics/critical thinking and have some experience with a client-facing role
  • The role also involves international travel

Preferred Skills & Abilities

  • Experience as Customer Success director/manager in SaaS companies
  • 2 – 5 years of relevant industry and/or function experience.
  • Advertising, Marketing, Consulting, IT Product/Services count as relevant industries
  • Customer Success, Client Strategy, Digital Marketing and Account Management count as relevant functions
  • Consistently demonstrated strong organizational, communication, project management, and problem-solving skills
  • Interest and ability to work in a fast-paced dynamic environment
  • Ability to work across a global team in several countries
  • Knowledge of digital marketing technology, e.g. ad servers, programmatic media platforms/DSPs, DMPs, etc. are a plus.

How To Apply
Qualified candidates are encouraged to submit their resume in Word or PDF format to [email protected] with the job description in the email subject line.

Jivox is an Equal Opportunity Employer (EOE)