Head of Client Engagement

2 weeks ago


Jersey City, New Jersey, United States Stacker Media, Inc Full time

Position Overview
The Director of Client Success will spearhead the establishment and management of our customer success division focused on brand partnerships products. This role is pivotal in optimizing the customer journey from an operational and analytical standpoint.

Key Responsibilities
- Develop and execute a holistic customer success strategy aimed at enhancing client satisfaction and retention.
- Collaborate with the Head of Accounts to define service level agreements (SLAs) and escalation protocols; create a comprehensive playbook for timely deliverables.
- Lead a high-performing customer success team, monitoring performance, mentoring team members, and ensuring accountability for results.
- Track and analyze response times for client communications to ensure efficiency.
- Provide training for the team on navigating internal systems and processes related to story creation and distribution.

Performance Measurement
- Assess team performance based on customer satisfaction metrics derived from daily client interactions.
- Ensure the timely delivery of high-quality story assets tailored to meet client objectives and requirements.
- Collaborate with product managers to identify and implement improvements in internal processes affecting client deliverables.

Operational Excellence
- Develop and refine workflows and best practices to enhance operational efficiency and scalability.
- Oversee the optimization of CRM and project management systems to align with business goals.

Metrics and Reporting
- Define and monitor key performance indicators (KPIs) related to sales, marketing, and account management throughout the customer lifecycle.
- Work closely with billing and operations teams to streamline revenue processes.

Qualifications
- 5-8 years of experience in customer success, revenue operations, or related fields.
- In-depth knowledge of customer success and sales metrics, along with best practices.
- Strong analytical and problem-solving capabilities, with a proven track record of using data to drive performance improvements.
- Management experience is advantageous.
- Familiarity with ClickUp and HubSpot is a plus.

Compensation and Benefits
The compensation package will be determined based on various factors including role complexity and candidate experience. The estimated salary range is $100,000 - $130,000, complemented by a bi-annual bonus program.

Additional Benefits Include:
- Equity Stock Option Program
- Comprehensive Health & Dental Coverage
- Remote Work Opportunities
- Unlimited Paid Time Off
- 3 Months of Paid Family Leave
- Annual Team Retreats
- Monthly Virtual Social Gatherings
- A vibrant and inclusive team culture.

Stacker Media, Inc. is an equal opportunity employer committed to fostering diversity and inclusion in the workplace. We do not tolerate discrimination or harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by applicable laws.



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