DIRECTOR, CUSTOMER SUCCESS

| Chicago

Director, Customer Success

 

The ideal candidate for this role is someone who loves to help businesses succeed through synthesizing marketing needs and defining outcomes that align to these needs. You are someone who wants to build a role and a team and work within a highly collaborative business environment. You have a track record of organizational management and know how to develop strong partnerships with your peers and your customers. You are interested in working directly with our enterprise customers and ensuring their success as we work to develop ground breaking marketing software that will transform their business and customer understanding,

  

Responsibilities

·        Discover and understand each customer’s definition of success and ensure the customer achieves their desired business outcomes:

·        Develop a comprehensive understanding of typical business challenges and common objectives across your portfolio and appropriately map Conversant’s capabilities to customer needs

·        Promote maximum value from a customer’s investment through utilization of licensed capabilities and purchased services

·        Identify risks to the customer achieving their stated business outcomes and work with the internal team to build a risk mitigation plan

·        Work with customers to develop methodology for measuring margin or revenue created from Conversant products and services

·        Effectively network within accounts from the C-Level down, with focus on understanding and delivering against the customer’s definition of success

·        Drive onboarding, adoption, and continued usage of Conversant products and services:

·        Deliver Conversant’s foundational training modules to drive platform adoption for new accounts and new users within an account

·        Facilitate the use of Conversant’s attributes and online behavioral data to drive achievement against key customer use cases such as new customer acquisition, competitive conquesting and customer loyalty.

·        Manage the implementation and execution of products relating to media execution, customer research/segmentation, and digital measurement strategies including:

·        Development of relevant customer profiles that align to the clients’ target audience

·        Implementation of audience and campaign strategies that are suited for the client’s KPIs

·        Pixel placement on client’s web pages and/or media to drive insights, track specific KPIs, and optimize performance metrics

·        Platform data integration projects

·        Bring in the relevant Mesobase subject matter experts across operations and analytics to resolve qualified client questions such as

·        Provide strategic recommendations employing Conversant insights, best practices, and capabilities

·        Coordinate the use of Conversant’s reporting capabilities to track performance against customer’s business objectives

·        Make strategic campaign optimization recommendations to clients based on performance metrics and data to help achieve campaign goals

·        Deliver valuable insights to the client about their campaigns and make recommendations for ongoing/new campaigns

·        Work cross-functionally with organization's Subject Matter Experts (SMEs) including sales, product, marketing, operations, and finance to ensure customer satisfaction, retention and expansion

·        Contribute thought leadership and best practices, both internally and externally, to Conversant’s go-to-market strategy based on your direct engagement with customers

 

 

Qualifications

·        5+ years demonstrated success in a Customer Success capacity (SaaS preferred)

·        Minimum 2 years’ experience working with digital marketers, researchers, and analytics professionals

·        Digital media planning/placement experience a bonus

·        Proven effectiveness in:

·        Uncovering and understanding client needs and delivering strategic solutions

·        Building strategic client relationships

·        Leading and facilitating client training/workshops and collaborative meetings

·        Excellent verbal, written and interpersonal skills

·        Excellent organization and attention to detail

·        High level of aptitude with Salesforce, Excel, PowerPoint and Word

·        Bachelor’s Degree required; Masters preferred

·        Flexibility for travel (approximately 25%)

·        Understanding of SQL required

 

 

Candidate Qualities

·        Passionate about our solution

·        Strong executive presence

·        High degree of business acumen

·        Strategic problem solver

·        Collaborative team player that holds themselves and others accountable to high performance

·        High level of personal drive and discipline with a desire to grow professionally

·        Ability to quickly gain proficiency in new applications and technologies

 

 

Conditions of Employment

 

All job offers are contingent upon successful completion of certain background checks which unless prohibited by applicable law may include criminal history checks, employment verification, education verification, drug screens, credit checks, DMV checks (for driving positions only) and fingerprinting.

 

Great People, Deserve Great Benefits

 

We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly.  If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career. 

 

About Us

 

Epsilon® is an all-encompassing global marketing innovator. We provide unrivaled data intelligence and customer insights, world-class technology including loyalty, email and CRM platforms and data-driven creative, activation and execution. Epsilon’s digital media arm, Conversant, is a leader in personalized digital advertising and insights through its proprietary technology and trove of consumer marketing data, delivering digital marketing with unprecedented scale, accuracy and reach through personalized media programs. Together, we bring personalized marketing to consumers across offline and online channels, at moments of interest that help drive business growth for brands.  Epsilon employs over 8,000 associates in 70 offices worldwide. For more information, visit www.epsilon.com and follow us on Twitter @EpsilonMktg.

 

Epsilon provides equal employment opportunities without regard to race, color, religion, gender, age, national origin, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by law.

 

Epsilon is an Equal Opportunity Employer. Epsilon participates in E-Verify.

Epsilon will provide accommodations to applicants needing accommodations to complete the application process.

Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Epsilon.

Epsilon will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

 

For San Francisco Bay Area:

Epsilon will consider for employment-qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • MapRLanguages
    • D3JSLibraries
    • jQueryLibraries
    • ReactLibraries
    • Juptyer NotebookLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • CakePHPFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • HbaseFrameworks
    • Kafka Frameworks
    • StormFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • GreenplumDatabases
    • NoSQLDatabases

Location

101 N Wacker Drive, Chicago, IL 60606

An Insider's view of Conversant

What's something quirky about your company?

We have a company band, made up of anywhere from 30 to 40 employees at a given time. The band has a large following and performs at charity events around Chicago. They also perform a full set at Conversant’s holiday party each year at the House of Blues. My jaw hit the floor when I saw my peers up on stage rocking out.

Paul

Associate Automation & Infrastructure Engineer

What does your typical day look like?

My days are a mix of execution, idea generation and collaboration. Our focus on executing revenue-generating strategies for clients requires attention to quality while looking to automate and innovate our processes. My creative mindset comes into play daily when discussing how we should approach a client campaign and other objectives.

Omair

Client Integration Engineer

How has your career grown since starting at the company?

Conversant is deeply invested in helping you grow your career. I started as a Database Administrator and was promoted to Senior Database Administrator. After a brief stint away from the company, I was re-hired as a Senior Client Integration Engineer in Operations and am now a Senior Solutions Integration Engineer.

Susan

Senior Solutions Integration Engineer

How would you describe the company’s work-life balance?

Conversant has a very good work-life balance, including unlimited PTO. As a young adult, traveling around the world is one my top priorities and working with a company that aligns with that is a huge plus. I have had the flexibility to visit 7 countries. That flexibility is one of many things that has kept me at Conversant for five years.

Alba

Team Lead, Engineering

What are Conversant Perks + Benefits

Conversant Benefits Overview

At Conversant, we offer benefits and perks that enable our associates to thrive and foster a culture of innovation.

Culture
Volunteer in local community
Conversant participates in local community activities such as the Greater Chicago Food Depository, Off the Street Club, Chicago Cares Serve-A-Thon, Habitat for Humanity and Ronald McDonald House.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Conversant has a Social Committee that organizes social, charitable and sports activities.
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Conversant's team fitness initiatives include intramural softball, volleyball and soccer.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Conversant provides back-up care benefits.
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Conversant hosts an annual summer boat party on Lake Michigan and a holiday party at the House of Blues, where our employee-run band performs the live entertainment all night.
Free Daily Meals
Game Room
Our game room includes Foosball, Shuffle Board.
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Conversant offers employees professional development opportunities like on-site training courses and the ability to attend job-related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Conversant hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program and career mentoring.
Time allotted for learning
Conversant encourages employees to complete 48 hours of professional development training per year.
Online course subscriptions available
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