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Client Advisor II

4 months ago

New York, United States Delve Full time
What We Are Looking For:

We are looking for an experienced and performance-driven Client Advisor II for several non-profit clients who is based in New York and has a passion for non-profit organizations, digital marketing, data, and technology to join our team As a Client Advisor, you will be accountable for an assigned book of business, clients' strategy, roadmapping, and ultimately, for our clients' success.

Who you are:
  • You are strongly determined to achieve your career goals through hard work, initiative, and resourcefulness.
  • You are a life-long learner seeking ongoing improvement with a growth mindset and going outside of your comfort zone.
  • You are able to focus on solving the most important problem to achieve the greatest impact.
    You are willing to take the armor off, put aside any pretenses, and check your ego at the door - to build trust with others on the team.
  • You take pride in achieving objectives and delivering results; individually and collectively as a team.
  • You want to understand yourself and have conscious knowledge of your character, feelings, motives, and desires.
  • You crave feedback and external input so you can use it to improve performance.
  • You want to have an "unfair advantage" and collaborate with your team in-office at least 3 days a week.

What You Will Do:

Customer
  • Deliver and communicate our value to the client
  • Be an expert in the client's business, industry, and competitive set - be a Marketer, not a Media Buyer, and prioritize value creation for the customer above all else.
  • Travel regularly to visit clients located in NY (up to 1 week per month)
  • Make contact and onboard new clients
  • Build relationships with both the client teams and technical teams on the account, and be accountable for translating client expectations into short- and long-term account plans for the delivery teams
  • Hold weekly/monthly/quarterly client calls, QBRs, annual business reviews, and other critical touchpoints
  • Be an expert in DELVE offerings at any given time and be able to talk about those informedly to the client
  • Track and ensure satisfaction
  • Be accountable for running regular (up to quarterly) Client NPS questionnaires - which can be stand-alone surveys or a part of the ongoing QBR workstream - and work on creating mitigation strategies in case of unsatisfactory results
  • Act as a point of escalation, support, and troubleshooting for clients where you do not actively act as a Client Lead

  • Innovate
  • Be an expert in DELVE offerings at any given time and be able to talk about those informedly to the client, following the standardized Upsell Sequence
  • Identify, collect, and store Client's issues and opportunities for producing more value
  • Work with the Client Lead, Partnership team, and other members of the Commercial org to identify potential solutions for client needs served by DELVE, its Technology, and service partners
  • Communicate such extra value DELVE can generate to the client, following DELVE's language and Menu of Service

Firm
  • Ensure predictability of Revenue flow from the clients in your BoB
  • Maintain every existing client status and operations in HubSpot
  • Create / facilitate change orders and SOWs for new projects with clients
  • Work with the Revenue Operations department to maintain projections for your assigned BoB
  • Maintain overall BoB revenue reporting with YoY trends, identify opportunities and/or risks, and work with the Client Lead and other members of the commercial team to exploit and mitigate accordingly

  • Grow assigned BoB by 20% YoY
  • Work with the Client Lead, Partnership team, and others in the organization to organize the pursuit teams and lead the Upsell initiatives following DELVE standardized menu of services, upsell processes, and identified client needs
  • Consistently maintain the list of Priority Accounts and Strategic next-in-line Projects to pursue with them as a part of the Account Plans

  • Promote the Success
  • Create content - case studies and success stories - as a result of our work with clients for both internal and external use
  • Design and deliver training projects and materials internally for unique success scenarios originating from DELVE's successful client work

Partners

  • Act as the Extended Force of our Technology partners
  • Be the expert in tech DELVE is reselling to clients in your BoB
  • Maintain regular communication with DELVE partnership teams and develop joint account plans for target accounts

Team
  • Acting as the advocate for the customer internally, direct the team activities on accounts in the BoB to maximize the value generated
  • Implement client-level Fundamental Tools, such as Meeting Agendas, Client Playbooks, QBR templates, and others, to minimize the reinvention of the wheel by the technical teams assigned to your accounts
  • Develop comprehensive briefs for the technical teams to be able to deliver what is expected of them by the client

What you bring:
  • Excellent communication and interpersonal skills
  • A consistent track record of delivering client success while hitting your growth targets
  • 7+ years experience in the digital marketing space, specifically in client-facing roles like customer success, relationship management, or account management
  • 3+ years of experience presenting, working with, and selling to budget wonders within mid to enterprise businesses
  • 3+ years working on the client side or in a consulting environment
  • A detail-oriented, self driven personality who thrives in fast growth environments

What DELVE Offers:
  • Ownership of your work, responsibility to make things happen and the opportunity to make a real difference
  • An opportunity to join a fast-paced and exciting global business in the data science/ad-tech sector
  • A culture that emphasizes honesty, collaboration, growth and personal responsibility
  • A competitive salary and bonus opportunities
  • A promote from within culture and the chance to define your career growth
  • Company fully paid health, dental, and vision insurance for employees and their families
  • Company paid life and ADD insurance
  • Safe harbor 401k with 4% company match
  • FSA and HSA options
  • 15 days of PTO + 9 yearly paid holidays
  • 8 sick days
  • 3 months paid parental leave
  • $1,250 Wellness Benefit