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Vice President, Customer Success

2 months ago

New York, New York, United States Kargo Full time

Kargo creates breakthrough cross-screen ad experiences for the world's leading brands and publishers. Everyday, our 600+ employees bring the power of their creativity and diversity to radically raising the bar on what mobile, CTV, AI, social, and eCommerce can do to wow consumers and build businesses. Now 20 years strong, Kargo has offices in NYC, Chicago, Austin, LA, Dallas, Sydney, Auckland, London and Waterford, Ireland. Humble brag: In 2024, Kargo was recognized as a Best Place to Work by Ad Age and Built In .
Who We Hire
Success takes all kinds. Diversity describes our workforce. Inclusion defines our culture. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, disability or other legally protected status. Individuals with disabilities are provided reasonable accommodation to participate in the job application process, perform essential job functions, and receive other benefits and privileges of employment.
Title: Vice President, Customer Success
Job Type: Full Time; In-Office Hybrid Required
Job Location: New York, NY
Salary Range: $180, ,000 OTE
The Opportunity
The Vice President, Customer Success is expected to strategically take our customer success group to the next level of high touch service through motivational staff training and development, process and technology improvement, external client relations, and acting as the lead stakeholder for all-things related to client service and the client experience. Establish and maintain a strong partnership with the clients by ensuring successful execution of deliverables, providing thought leadership on strategic planning initiatives, and providing overall efficient account management. The role is focused on managing and executing on national customer success team goals and objectives through flawless service and delivery on client projects, strategic management of regionalized teams, and building relationships with clients and internal stakeholders.
The Daily To-Do

  • Own overall client satisfaction and the continuing growth and evolution of clients, accomplished by driving successful delivery of work product, cultivating strong client relationships and flexibility to manage a strategic book of business when necessary
  • Build and nurture a network of client relationships with existing customers, as to stay top-of-mind, be a problem solver, and provide strategic value as a trusted partner
  • Proactive high-level brand focus, working closely to unify Sales and Operational teams on new objectives, strategies and business KPIs
  • Attend, participate in and drive client facing events and opportunities to build stronger relationships with teams
  • Participate
  • Drives growth of existing accounts and may partner with Sales team in new business development efforts
  • Manage high priority clients and escalations until closed and communicated to stakeholders
  • Own standardizing and continuously evolving the customer success strategy & drive team objectives and initiatives
  • Oversee and manage departmental resources & tasks as related to demand-side needs
  • Engage internal departments to deliver high levels of service and output quality
  • Firsthand experience with direct-sold and programmatic mobile advertising workflow
  • Expertise in industry jargon and media metrics
  • Excel and PowerPoint proficient
  • Implementing performance marketing goals & methods - ROAS, Dynamic Ads, omnichannel strategies, etc
  • Successfully manage a team of multi-leveled customer success professionals across multiple locations. Create opportunities for growth and development throughout the team; coach and mentor internal team members for career growth.
  • Detail oriented, with the ability to manage multiple projects simultaneously in a demanding, fast-paced environment.

Qualifications

  • A Bachelor's degree or equivalent experience
  • 10+ years experience in a client-facing role for a media, startup, tech, or digital company
  • 8+ years of paid Facebook advertising & campaign management experience
  • 7+ years of client facing experience
  • 7+ years of people management experience
  • Proven track record of overall client satisfaction and the continuing growth and evolution of the clients.
  • Experience managing large, complex, multi-million dollar accounts with strategy, analytics, digital and creative components
  • Experience hiring, managing, and developing a team of cross service-line professionals who are responsible for the day-to-day execution of client programs; must thrive on building highly effective teams; possess strong people management skills.
  • Ability to analyze problems and produce a viable solution
  • Ability to multitask and work well in a fast changing environment
  • Excellent written and verbal communication skills
  • Bachelor's degree required
  • Detail oriented, with the ability to manage multiple projects simultaneously in a demanding, fast-paced environment.

Follow Our Lead

  • Big Picture:
  • The Latest: Instagram ( @kargomobile ) and LinkedIn ( Kargo )