Senior Director, Client Experience, West - SF

← Careers in Client Experience at Movable Ink

Movable Ink is a software company that provides marketers with technology and expert services to create unique customer experiences. Founded in 2010, Movable Ink pioneered contextual experiences in email and has powered over 1.5 trillion content impressions worldwide. More than 700 of the world’s most innovative brands rely on Movable Ink to create unique, relevant, and compelling visual experiences across email and web at the moment of engagement.

The Senior Director, Client Experience West will be responsible for owning the success of the Movable Ink client base for the West Region of North America. This experienced leader will manage the North West and South West Client Experience Teams. Key areas of focus are team health and performance, client health, and revenue management. They should treat their clients and team as a business, optimizing for as many of these elements as possible. Additionally, the Senior Director role is responsible for communication with the Go-To-Market Leadership team, surfacing internal issues and identifying solutions. The experience and vantage point of this position allows them to identify opportunities for team evolution, and they are expected to regularly contribute to the ongoing growth and improvement of Client Experience and Movable Ink, not just in the West, but throughout or global organization.  

Responsibilities

  • Responsible for West Region's Book of Business, which is aligned under two sub-regions, North West and South West
  • Manage and mentor West Directors of Client Experience, as they grow into greater management responsibilities
  • Act as business owner for all clients assigned to their team, owning all renewal, growth and churn outcomes
  • Accountable for the West region’s Client Experience team’s growth and performance
  • Escalation point for both external and internal situations, being able to provide reliable updates on account health and risk
  • Collaborate with fellow Directors to ensure Client Experience team health, stability and growth
  • Responsible for establishing and maintaining appropriate Director/VP level relationships with clients in line with yearly growth plans
  • Tasked with advising on client growth plans, steering project prioritization as needed to ensure retention
  • Escalation Point for clients, tertiary back up (ideally only as needed)
  • Create redundancies in day to day account knowledge to ensure quality account management in the event of turn over or employee absence
  • KPI Management for their team’s Book of Business (ARR of book, Churn, Upsell)
  • Client Experience Stakeholder for GTM Leadership Team to influence priorities and ensure CX needs are met
  • Spearheads Client Experience department initiatives (new processes, education needs, profitability tracking etc.)
  • Carry out all HR Management responsibilities including employee reviews, salary/promotion approval, team structure, and budget management

Qualifications

  • 10+ years experience in B2B client services, with at least 5 years managing or mentoring a team
  • Desire to manage and build teams to adapt to ever changing client account needs
  • Track record of leading, coaching and developing high-performing Service and Sales teams
  • Ability to manage the region's client base, as a business owner, specifically growing and building book of business with enterprise clients
  • Considerable ability to be client-facing and service-oriented as well as having great presentation skills
  • Ability to influence and motivate internally and externally
  • Experience presenting marketing strategies and results to audiences Director level and above; strong executive communication and presentation skills
  • Knowledge of HTML/CSS, Photoshop, and MS Office and/or G-Suite Products
  • Experience working in email or other digital marketing roles
  • Proven knowledge of key digital marketing metrics and strategies that can increase engagement
  • Ability to build relationships to grow business, clients think of you as a “partner,” not just a vendor
  • Ability to juggle multiple tasks, priorities, and external stakeholders simultaneously
  • Solution focused, especially in situations where outcomes are less than perfect and answers have to be arrived at with creative and flexible out-of-the box thinking
  • Experience in web, display or mobile marketing strategies or technologies
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Movable Ink provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Movable Ink complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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