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Conductor // content marketing platform
 
New York City    Posted: Thursday, April 21, 2022
 
   
 
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IIts an exciting time to join Conductor as we just raised $150 million at a $525 million valuation to build out our technology & acquired "ContentKing" - the worlds first real-time website auditing & monitoring platform.

At Conductor, we believe a great company has a positive impact in the world, & on the people who build it. Therefore, we have two missions:

  • Customer-First - Transform marketing into a force for improving peoples lives.
  • People-First - Transform the workplace into a force that helps people grow.

Marketers use our software & services to create & optimize valuable content so that it gets found, answers questions & solves problems for real people. Conductor was named Top in the Forrester Wave for SEO platforms & is rated #1 on TrustRadius & G2Crowd by enterprise marketers. For more information, visit conductor.com.

At Conductor, we're building amazing tech, bringing together the best marketing minds out there. Its our focus on people & our mission that has led to being Crain's "Best Place to Work" 9 years in a row.

We're seeking an Customer Success Director to be the quarterback that drives strategy & growth across customer accounts, while driving adoption of Conductor, our award winning organic marketing platform.  The Customer Success Director is responsible for developing & growing customer relationships that promote retention & loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by defining success & goals, & providing platform enablement & organic marketing strategic solutions. 

A day in the life

  • Build a success plan & establish goals with your customers & a path to achievement
  • Build strong executive relationships, align to executive goals, conduct executive business reviews
  • Train customer on the platform & align platform capabilities to their organic marketing objectives, growing adoption & ensuring retention
  • Conduct bi-weekly strategy calls with each customer
  • Build a strong understanding of how our platform & support aligns to their goals & seek out opportunities for growth
  • Advocate customer needs/issues cross-departmentally & program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
  • Support Organic Marketing Outcomes
    • Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
    • Measure & monitor customers achievement of critical & key performance indicators, logging all key details in Gainsight & reporting out to customer via performance & executive dashboards in the Conductor platform
  • Drive platform adoption - provide role based strategy to ensure adoption across different teams
  • Serve as the escalation point for issues relating to client satisfaction & platform engagement.
  • Strong communication skills, ability to explain processes & workflows & how they will lead to results
  • Consistently ensure that business is conducted with integrity at all times & that behavior aligns with Conductor policies, procedures, & core competencies

What you bring to the table:

  • Minimum of 8 years of relevant experience working in Sales, Account Management, Agency, or related, preferably within an enterprise SaaS environment.
  • Build Strong Connections you can instantly connect & relate to customers & make them feel comfortable, quickly building trust
  • Customer Centric Mindset you understand the customers problem, find a solution, identify gaps, identify upsells related to those gaps
  • Exec Relationship Building you have experience in & are very comfortable working with executives & identifying opportunities or surfacing challenges to an exec comfortable running Quarterly & Executive Business Reviews, & have built exec relationships successfully
  • Account Management you are comfortable taking on a large book of business & prioritizing each accounts health & plan for success
  • Strong customer service skills with proven ability to build & maintain relationships via zoom, telephone & email
  • Thrive in high-speed environments & see challenges as opportunities for our customers.
  • Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion & identifying expansion opportunities.
  • Have the proven ability to manage projects to successful completion, multi-task, & work within tight deadlines.
  • Possesses the ability to manage tough conversations in a professional & solution-oriented manner.

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Conductor. is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives & challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, & stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, & business needs

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, & related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations & ordinances where a particular employee works.

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