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Job Details

Director Client Success

Company name
Vox Media, Inc.

Location
New York City, NY

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at Vox Media

New York City, NY, US

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Vox Media employees go deep, thriving on innovation and change while ambitiously seeking to master their subject areas, hone their craft, and improve their communities. We help smart, talented, creative professionals make a meaningful impact in media, technology and the world around them. The Vox Media house of brands includes industry-leading media forces like SB Nation, Eater, The Verge, Vox, Curbed, Recode, Racked and Polygon, and reaches an audience of hundreds of millions, generating over a billion content views each month.    

The Executive Director of Client Success will lead and scale Client Success, the team primarily responsible for all things pre and post sales across Vox Medias Revenue organization. This person should enjoy managing a large team, working collaboratively with other Revenue leaders and be incredibly analytical and strategic in their approach to the sales process.

Primary Roles & Responsibility

Provide leadership and management to a (quickly growing ) team of 25 team members distributed across 3 Vox Media offices (NYC, Chi, and SF)

As Director, Client Success, you will lead a regional team responsible for ensuring superior customer service and client satisfaction through both the development and fulfillment of strategically relevant media programs. The ideal candidate will have experience managing a Client Success, Media Planning and/or Sales Marketing team, be extremely detail and process oriented and be highly skilled at working collaboratively across departments to develop, document and refine strategic inter-departmental processes and relationships. Candidates should have experience in, and a passion for, customer service, digital media and advertising and enjoy managing and mentoring a team. The Director, Client Success will work collaboratively with regional counterparts and inter-departmental team leaders to develop regional team structure and processes to position the company for growth. The position will report to the Executive Director, Client Success and may require travel up to 10%.

Duties & Responsibilities:

Leadership

Manage, lead and mentor a growing team of XX Account Managers and Account Coordinators

Establish and manage against team and individual performance goals and related success metrics to ensure superior performance and customer service

Develop, maintain and distribute metric-based, weekly, monthly and annual management reports to inform the organization and to maintain a continuous pulse on team and individual workload and performance

Proactively coach and develop talent based on individual strengths, weaknesses and passions

Identify and recommend regional staffing needs

Source, hire and develop talent as needed

Customer Service

Ensure all aspects of the pre and post-sale process maintain the highest level of quality from proposals and pitches to campaign fulfillment and optimization

Actively attend kick-off calls and in-person meetings for priority clients/campaigns, providing leadership, insight and an escalation path as needed.

Serve as a senior representative in the timely investigation, troubleshooting and reconciliation of client/campaign complaints and errors

Champion Strategic Initiatives

Maintain an intricate understanding of, and serve as a regional expert for, all Vox Media products and Client Success team processes.

Serve as a regional champion, implementer and role model of business processes and strategic initiatives

Identify and implement regional operational efficiencies and share best practices among colleagues

Work with Executive Director, regional counterparts and other Vox Advertising leaders to develop, refine and document team structure, process, organization, and growth strategy for the Client Success team

Represent Client Success team while facilitating information flow and collaboration among teams.

Qualifications:

5 years digital media/digital advertising experience

2 years proven experience directly managing a team

Experience on both the pre and post sales side of digital advertising

Ability to liaise with senior leadership as well as external clients

Exemplary communication skills

Unparalleled organizational and project management skills

Meticulous attention to detail

Knowledge of Operative, Salesforce, comScore, MOAT, DFP, MS Office

Bonus points for:

Six Sigma/Business Process Management training or certification

In-depth experience with, and knowledge of, Operative capabilities

Experience developing and scaling process for native advertising products

Proven success optimizing performance of complex branded content and other advertising programs

About working at Vox Media: This is a permanent, full-time position with excellent benefits—including flexible hours and generous parental leave. Vox Media strives to provide comprehensive healthcare options for our employees and to ensure that our healthcare and other benefits are LGBTQ-inclusive. Youll be joining a group of focused, hard-working, creative people who are passionate about doing work thats challenging and fun—and who strive to maintain a healthy work/life balance.

Vox Media is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply.  Vox Media is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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Company info

Vox Media, Inc.
Website : http://www.voxmedia.com

Company Profile
Vox Media is one of the fastest growing online publishers, focused on the sports, personal technology and gaming categories. Vox is solving the problem of developing high-value digital journalism, storytelling and brand advertising at scale. Its audiences are among the most engaged and affluent on the web. Vox was recently named Digiday's Publisher of the Year.

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