Director - Customer Success - EMEA - Responsys - Reading

Job description
Overview:

Responsys was built with the mission to change the way that the world does marketing in the digital age. We’re a marketing cloud software and services leader that’s helping companies take advantage of technologies like email, mobile, social, display, and the web to drive up revenues and build lasting relationships with consumers.

After a successful IPO in 2011, we’ve got our eye on becoming the first billion-dollar marketing cloud software and services company. Our customers think we’re changing the game. The analysts agree. And our employees love the journey we’re on. We need rock stars who want to make the dream a reality.

Responsibilities:

Core Responsibilities:

Manage your team’s customer book of business
Manage a team of Customer Success Managers
Take complete ownership of customer satisfaction and the commercial relationship
Firm grasp of the measures of customer’s marketing success
Serve as escalation point for customer satisfaction issues
Achieve contract bookings and upsell targets both your own set of accounts and your team’s customers; with the key focus on customer renewal retention
Achieve upsell targets
Maintain an excellent understanding of general/digital/email marketing trends
Foster strategic relationships with senior, exec level customer contacts
Manage contractual relationships inclusive of renewal negotiations
Create account plans and manage oneself and a team to the documented plans
Manage the financial aspects of assigned book of business: revenue, PSO commercials, cross sell / upsell
Provide sales support by serving as a subject matter expert in the area of account management for prospective Responsys customers
Support corporate initiatives as they relate to driving success with customers
Supporting the Director of the EMEA Customer Success Team



To succeed in this role, this individual must have an outstanding customer service orientation, be an inspirationalleader, be commerciallyexperienced and have the drive and commitment to grow your team and book of business.

Qualifications:

Knowledge, Skills & Experience:

8+ years account management experience in ASP/software and/or digital agency environment
5+ years experience with email, CRM and database marketing
2+ years experience managing people in a SaaS environment
Problem solving skills in both business and technical environments; ability to anticipate and identify problems, then drive solutions
Ability to effectively interact with cross functional teams/management
Strong technical acumen as this role will require interaction with internal product support, product management and technical personnel
Track record of successful cross-selling of products and services
Strong communication and presentation skills (both oral and written)
First class business development: proven experience identifying, developing and closing selling opportunities and expanded business relationships
Possess excellent negotiation skills

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