Description

ABOUT 4C:

4C is a global leader in data science and marketing technology with solutions for multi-screen marketing. Brands, agencies, and media owners rely on the 4C Insights Affinity Graph™ to identify their most valuable audiences and improve effectiveness across channels. With $1.7+ billion in annualized media spend running through its SaaS platform, 4C offers self-service activation on Apple News, Facebook, Instagram, LinkedIn, NBCUniversal, Pinterest, Snapchat, and Twitter as well as TV Synced Ads across display, search, social, and video. The company also provides paid, earned, and owned media analytics leveraging its Teletrax™ television monitoring network which detects over 400 million TV asset airings on an annual basis. Founded in 2011 and based in Chicago, 4C has staff in 16 worldwide locations across the United States, United Kingdom, the Netherlands, France, Hong Kong, India, Singapore, and the Philippines. Visit www.4Cinsights.com for more information.

ABOUT THE ROLE:
This individual will ensure our top clients are delighted customers.

This position will be responsible for overall client satisfaction, platform adoption and customer strategy. This position will match client’s success criteria to 4C’s features and capabilities.  Some key aspects of this role are overseeing the resources of 4C, adoption of all features of platform, QBR’s, on-boarding, building executive relationship across agency and brand; and full client scorecard measurement.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

•  ENSURE CLIENT SUCCESS - Define what “client success” looks like and develop a system for quantifying that success.  Ensure QBRs, platform usage & platform adoption are geared toward meeting success criteria.  Maximize the number of clients completing NPS surveys.  Develop & maintain high-level agency & brand relationships. 
• ADOPTION OF PLATFORM – Ensure clients are utilizing 4C’s scoped suite of tools to drive client stickiness with a fully engaged user base.
• MEET CLIENT SUCCESS OBJECTIVES – Clearly define client KPIs & incorporate into all strategy & measurement.  Achievement of client success criteria should permeate everything we do with the client.  Understand & report category-specific landscapes and trends, to the client’s organization and within 4C.  Be confident in navigating, manipulating, & analyzing the data & applying it to their workflow. 
• BROKER 4C RESOURCES – Ensure 4C resources are used optimally by liasing internally, identifying client hurdles, & escalating to the appropriate 4C teams. 
• CLIENT STRATEGY CONSULTING –Work with clients to formulate a plan to utilize 4C’s platform to its fullest capability based on client success critera.  Report on the macro and micro forces that shift tactical budgets and strategic direction of accounts
• PROCESS – Develop & execute a customized Client Success Playbook that encompasses the entire life cycle from onboarding to renewal.  Some examples include account planning, product roadmap input, escalation process, and measurement.
• COMMUNICATION - Provide appropriate and timely communication to team and other departments to ensure the success of each pilot and/or rollout implementation

 QUALIFICATIONS

• 7 years Experience in Digital/Technology Account Management.  SaaS company experience or management consulting essential.
• Demonstrated partnerships with large clients and proven track record as a trusted advisor to clients.
• Prior experience managing global clients, in particular brands, internal teams and subsidiaries of multi-national brands.  Also possesses an understanding of the cultural and regional sensitivities of such work.
• Deep understanding of the digital marketing industry and available products, with the ability to credibly articulate strategic insights for clients that are based on data/research.
• Ability to articulate the distinct aspects of products and position them against competitors.
• Leadership in developing world class client presentations / QBR leadership.
• Ability to build and maintain internal working relationships across global offices and thrive in a fast pace environment with tight deadlines.
• Die hard drive to make clients successful.
• Work effectively with other functional groups to ensure total customer satisfaction. 
• Monitor, collect and escalate issues to ensure proper internal and external follow-up, communication and resolution.
• Analyze and interpret key data reports and work with other departments to improve all processes and procedures
• Perform other functions as assigned.

EDUCATION/CERTIFICATION:  
Bachelor Degree in Business or related discipline, MBA or MS is a plus.

REQUIRED KNOWLEDGE:  
PMP (preferred, but not required), but must have project management experience and team management experience.

EXPERIENCE REQUIRED:  
Minimum of 7+ years of agency or brand management experience in operations and/or customer service.  Background in advertising / media is a must.  TV experience is a plus.

SKILLS/ABILITIES:  
Team Leadership with proven track record of achievement, management skills and a reputation as a change leader

 
WE OFFER:
We offer a challenging job in a dynamic international environment. At 4C you have the opportunity to make an impact. We are proud of our open and informal culture. We offer a comprehensive benefits package including Health, Dental, Life Insurance, Matching 401K, Unlimited Vacation and Maternity and Paternity Leave. The salary will be commensurate with experience.