InMarket este o companie de publicitate, marketing și analiză de date care oferă soluții de marketing și măsurare în timp real. Platforma sa ajută brandurile să conecteze intenția consumatorilor cu comerțul din lumea reală, folosind date și analize pentru a concepe campanii, a evalua performanța publicității și a măsura rezultate precum vizitele și creșterea vânzărilor. InMarket colaborează și cu platforme importante, inclusiv Reddit, pentru a sprijini măsurarea campaniilor și atribuirea rezultatelor, punând accent pe eficiență și confidențialitate.
Senior Vice President of Client Success at InMarket
Lead post-sale client success across Activation, Measurement, and Audiences for InMarket’s consumer intelligence and real-time marketing platform. Own retention, expansion, service operations, and team growth.
Descriere
- Lead the post-sale client experience across Activation, Measurement, and Audiences.
- Oversee campaign delivery, onboarding, implementation, quality assurance, service levels, escalations, capacity, workflows, tools, automation, delivery margins, service costs, and billing reconciliation.
- Drive client retention, renewals, expansion, account planning, lifecycle engagement, executive relationships, growth targets, feedback, financial data integrity, CRM hygiene, and forecasting.
- Build a consistent client lifecycle with defined ownership and handoffs.
- Set and uphold measures for on-time delivery, client KPI results, service costs, client health, NPS, and NDR.
- Advance tools, automation, and production AI for reporting, quality assurance, insight generation, campaign troubleshooting, and account research.
- Establish standards for AI review, quality checks, and human judgment in client work.
- Manage executive relationships for major accounts and act as a trusted escalation contact.
- Work with Sales on client transitions and expansion opportunities.
- Bring Account Management and Operations together as one team with shared objectives.
- Evaluate talent, shape organizational levels, develop leaders, and strengthen succession planning.
- Set expectations for client work and coach the team.
- Represent client needs in strategy, roadmap, and pricing decisions.
- Turn Operations and Account Management insights into actionable company decisions.
- Partner with the Activation, Measurement, and Audiences GMs on client and P&L accountability.
Cerințe
- Experience leading client-facing operations or account management at significant scale, with practical exposure to the other area.
- Strong operational discipline in forecasting, workflow design, data-driven operating cadence, and service-level management.
- Practical AI fluency, including implementing AI workflows for client-facing teams and assessing their outcomes.
- Senior client relationship management skills and the ability to influence across functions.
- Experience owning or substantially influencing retention, renewal, or expansion targets.
- Experience creating a team, process, function, or service line from the ground up.
- People management experience, including at least one management layer, or clear readiness to lead managers.
- Experience hiring and addressing underperformance.
- Approximately 8–12 years in client-facing operations, account management, or customer success.
- At least 3 years of team leadership experience.
- Preferred: leadership of a team responsible for more than $25 million in annual revenue.
- Preferred: experience in adtech, martech, data, measurement, retail media, or agency-facing SaaS.
- Preferred: experience serving both brands and agencies.
- Preferred: experience in a multi-product business.
- Preferred: experience navigating a company stage change, such as growth, acquisition, or professionalization.
Beneficii
- Competitive salary
- Stock options
- Flexible vacation
- Medical insurance
- Dental insurance
- Flexible Spending Account (FSA)
- Company-matched 401(k)
- Unlimited paid time off, within reason
- Talented colleagues and management
- Agile Development Program for ongoing learning and professional development
- Paid parental leave for maternity and paternity
- Potential bonus and equity as part of the total rewards package