Digital Marketing Director of Client Success - New York, United States - JUICE

JUICE

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Director of Client Success is pivotal in ensuring the long-term success and satisfaction of our clients at JUICE.

You will lead the charge in delivering an unparalleled client experience, focusing on onboarding, ongoing support, account retention, growth, and renewals.

By coaching, managing, and mentoring the Client Success team, you will drive operational excellence and foster a culture of continuous improvement and collaboration.

About Us:

JUICE is a dynamic digital growth & marketing agency founded by two entrepreneurs with a track record of successful exits.

Known for our strict focus on maximizing ROI, we have propelled our clients to significant revenue growth across user acquisition, eCommerce, and lead generation campaigns.

As an industry leader, we specialize in results-driven growth strategy development, social advertising, search engine marketing, organic search ranking, and lead generation.

Our mission is to build scalable, efficient campaigns that deliver measurable results for top-tier companies like L'Oreal, Diesel, Solidcore, Effy, and more.

Key Responsibilities:

Client Success Management:

Strategic Client Relationship Management:
Develop strong, strategic relationships with clients to ensure their longterm success and satisfaction.
Lead the client onboarding process, ensuring a smooth and effective start to each client engagement.
Oversee client support, advocacy, retention, and the development of strategies for account growth and renewals.
Team Leadership and Development:
Coach and mentor Client Success Managers to foster a highperforming team environment.
Encourage continuous learning and development within the team, particularly in areas of digital marketing and client service excellence.
Manage and resolve any escalated client issues, serving as the primary point of contact for highpriority client concerns.

Cross-Platform Marketing Expertise:

Marketing Strategy and Execution:
Ensure that marketing campaigns are aligned with client objectives and optimized for maximum ROI.
Utilize analytics to monitor campaign performance, making datadriven decisions to enhance client results across all platforms.
Innovation and Market Alignment:
Keep on top of of emerging trends in digital marketing and integrate new strategies into client campaigns.
Educate the team and clients on the latest marketing practices and technologies, ensuring that JUICE remains at the forefront of industry developments.
Foster collaboration across various internal teams to ensure a cohesive and integrated approach to client campaigns.

Operational Excellence:

Client Success Outcomes:
Develop and implement clear metrics for tracking client success outcomes, including contract renewal rates, churn reduction, and revenue growth through upsells.
Regularly review and optimize client and team scorecards to align with strategic objectives and client expectations.
Conduct regular client checkins and Quarterly Business Reviews (QBRs) to assess progress and adjust strategies as needed.
Performance Management:
Track key performance indicators (KPIs) related to crossplatform campaign effectiveness, including churn rate, average contract length, upsell rate, and client satisfaction metrics.
Influence positive client outcomes and lifetime value through strategic initiatives and personalized client engagement.

Role Key Performance Indicators (KPI's):