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Success Manager- Krux Digital
Customer Success - Strategy and Operations
US - New York - New York

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The successful Success Manager is an intellectually curious, results-oriented, high-energy professional who is a structured thinker, comfortable in both guiding quantitative analysis and building trust-based relationships with clients and across the company.  The Client Partner will report to the head of the Success Manager team within Krux Solutions.  The Client Partner serves three to five of Krux’s largest, most strategic clients while working closely with colleagues on the Customer Insights and Analytics, Data Science and Client Solutions Management teams.  The Client Partner owns the business imperative to deliver a positive, engaging and profitable experience to both the client and to Krux.
The Success Manager plays a key role as new relationships are transitioned from Krux Sales to Solutions.  The Success Manager will also collaborate with the Marketing team in the development of marketing materials, case studies, best practices and thought leadership material and with the Product team on new feature ideation and rollout.  Additionally the Client Partner may work closely with Krux partners such as Accenture, Merkle and Cadreon.

There are two broad areas of focus for the Success Manager: 
1) strategic account management on existing clients and
2) sales and new client launches.  Specifically:

Existing Account Management
The Client Partner is the primary contact for assigned Krux clients.  Core accountabilities of the Client Partner within the realm of existing account management are as follows:
  • Advocate on behalf of the client across Krux
  • Drive Best Practices with clients through an informed, value-add perspective by having earned a trusted advisor role to both the client line management and executives; distill Best Practices from specific relationships for refinement and re-use by Krux
  • Drive Krux platform adoption and use and in-turn drive incremental revenue through increased use
  • Ensure client satisfaction and engagement
  • Manage the financial elements of client relationships to designated targets
  • Gather product and service feedback for use by other team members and guide new product and/or feature rollouts
  • Help clients capture full value from Krux products by serving as a strategic advisor to client executives and providing actionable insights to clients on a monthly, quarterly and annual basis
  • Craft client communications tailored to a range of audiences, from senior executives to operating managers to data management/marketing staff to sales
  • Lead development and delivery of structured, metrics-driven quarterly business reviews

 
Sales and New Client Launches
  • Work with Krux Sales during the sales process to set relationship expectations and clarify roles
  • Guide the launch of new clients in accordance with Krux people data activation methodology
  • Work with Sales to set-up reference calls as appropriate
 
 
Qualifications:
  • 10+ years professional experience, including at least 5 years in consulting/enterprise client service to marketers and at least 3 years of experience in digital media and/or digital marketing
  • Track record of successful value delivery and client relationship development
  • Demonstrated capability of working collaboratively across a matrix environment to achieve results important to the business
  • Capacity to craft, articulate and influence adoption of strategies and directions at client organizations in a manner that is understood and embraced
  • Strong presentation development and delivery skills (including Microsoft PowerPoint skills)
  • Willing to travel between 1/3 and 2/3 of the time (7 – 15 days/month)
  • Undergraduate degree required, advanced degree a plus
  • Broad relationships across either digital media and/or digital marketing a plus

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