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Account Director, Customer Success

4 months ago

Bethesda, United States Collage Group Full time

Collage Group is seeking an Account Director to join our innovative and growing Customer Success team in our mission to help organizations unleash the power of culture to drive brand growth. Are you an expert in consumer insights, market research and data analytics? Do you have commercial experience driving retention and expansion for a SaaS platform in the consumer marketing space?


This may be a great fit for you if you lead with an understanding of customer challenges and business issues (not product features), thrive on teaching prospective customers your unique perspective, and you're comfortable creating constructive tension and taking control of the sale.


LOCATION Prefer hybrid with 2 days / week in Bethesda, MD office (close to the Metro). Will consider exceptional remote talent outside Washington, DC, Maryland, Virginia (DMV) area. Up to 15-25% travel.


The Account Director, Customer Success will be responsible for establishing strong relationships and growing an existing portfolio of accounts consisting of some of the most iconic F500 consumer brands. Account Directors develop deep understanding of customer challenges, market opportunities and organizational dynamics to orchestrate value delivery that drive commercial renewal, upsell and cross-sell opportunities. Reporting to the VP, Customer Success, this is an individual-contributor, quota-carrying, commercial sales position. The Account Director, Customer Success sits at the center of Collage’s efforts to design and implement customized value plans for each client which fully leverage our cultural research & insights and our SaaS data & analytics platform.


At Collage, we are driven, curious people who love to learn, want to challenge the status quo and help to transform an industry, while helping humanity. You’ll find that our culture values diversity & inclusion and rewards entrepreneurial spirit and collaboration. We are looking for like-minded people who share our values and passion for success.


RESPONSIBILITIES (WHAT YOU WILL DO):

  • Achieve commercial targets for Gross Revenue Retention and Net Revenue Retention
  • Own commercial relationship with the accounts in your portfolio, working with our Customer Success team and Cultural Strategy teams to drive value to support renewal and expansion of our core research programs and data & analytics platform
  • Partner closely with a Client Success Manager (CSM) to develop a Member Value Plan (MVP) and deliver the customer servicing strategy with each client, adapting appropriately to each client’s strategic objectives
  • Foster deep relationships with accounts as a trusted advisor and research partner by developing knowledge of their business priorities, core and growth customer segments, understanding of organizational dynamics and networking throughout insights, marketing and brand strategy
  • Drive expansion and account growth by identifying upsell and cross-sell opportunities that leverage the full range of Collage capabilities across research programs, data & analytics and consulting
  • Engage in sales dialogue, craft and deliver sales presentations and demos of our SaaS platform, and facilitate technical demos or calls with subject-matter-experts
  • Take control of the sales process and artfully coach prospective customers to build consensus for Collage’s solutions in their organization. Assertive, but not aggressive, on everything from what you teach, to negotiating price.
  • Collaborate and coordinate with team members across Product, Research, Cultural Strategy, Sales, Customer Success and Custom Research to ensure client satisfaction and drive value that leads to commercial outcomes
  • Conduct and participate in regular strategic reviews with internal stakeholders to track progress, share shifting client priorities, and develop action plans to drive value
  • Orchestrate the delivery of research, data and insight to clients one-on-one and in partnership with your CSM, the Research team and Cultural Strategy team
  • Continuously orchestrate solutions that drive value and gather value statements and stories from clients to aid in the renewal and to share best practices with team members
  • Understand and communicate research priorities and client feedback to the research and product teams to continuously improve products and services
  • Occasionally act as a representative of Collage Group at industry conferences and association meetings
  • Develop and maintain in-depth knowledge of Collage Group’s buyer-personas, solution offerings, use cases, and research insight
  • Ensure accurate recording of client organization structure, strategic priorities, member value plans, meeting notes, and opportunities within Salesforce CRM and Customer Success systems


QUALIFICATIONS (WHAT YOU BRING TO COLLAGE):

  • Outstanding record of academic achievement; BA or BS degree required; Masters degree is a plus
  • 5+ years experience in a CSM/account management role, with full responsibility for commercial renewal and expansion, and a proven track record of delivering on account plans and achieving revenue and growth targets.
  • 2+ years experience within a marketing-focused SaaS company is ideal. Experience working with F1000 companies in the consumer insights, martech or market research industry is strongly preferred. Work with Retail, Fashion & Apparel, or Alcohol Beverage brands a plus.
  • Ability to engage and communicate effectively with client executives, and quickly establish rapport and credibility with clients
  • Client-oriented mindset of taking on client needs and desires as your own and advocating internally to leverage all resources in helping client’s be successful with their initiatives
  • Outstanding organizational, time and process management skills, along with attention to detail are required for success in this role. The ability to prioritize time effectively to meet conflicting priorities and tight deadlines and a successful track record of successfully managing multiple clients simultaneously is required.
  • Willingness to work outside the strict job description parameters, acting as an entrepreneur, thinking creatively about solving problems. Must take initiative, follow-up and drive actions in order to meet challenging deadlines.
  • Ability to contribute your own creative ideas to client and organizational challenges while working to a high standard established by the company.
  • Strong relationship builder with the ability to influence others while maintaining strong relationships with both internal colleagues across functions and external clients