Client Success Director, IN+SEA Singapore

As a Client Success Director at Innovid, you will play a strategic role in leading our engagement with top-tier partners, driving the advancement of their omnichannel creative, activation and measurement initiatives, via Innovid's market-leading ad management platform. The Client Success Director acts as a client consultant to our brand and agency partners, as well as providing mentorship and management of a team. The role has five key objectives:

• Cultivate trusted and meaningful client partnerships
• Strategic support and guidance acting as your client's consultant
• Retaining and growing revenue of existing business
• Day to day account management
• Management and growth of direct report: Senior Account Manager

The Client Success Director role is a key leadership and strategic role within the Account Management organisation working on top tiered, high revenue generating accounts. You will work with senior leadership stakeholders for both the agency and client partners to bring strategic insight and expertise to help clients achieve their digital marketing goals.

• Cultivate Trusted and Meaningful Client Partnerships: Full ownership of assigned accounts, leading from the front, directing your business and all associated stakeholders, representing the Innovid values and acting as a true leader to internal and external partners and clients.
• Cultivate client partnerships, creating client engagement strategies and account plans, identifying and mapping key relationship targets (brand direct and agency), nurturing healthy and professional relationships through proactive and regular contact with your key stakeholders.
• Act as a trusted client advisor, able to lead, present and influence digital marketing strategy recommendations of Innovid solutions to stakeholders across your client and agency portfolio.
• Gain a deep understanding of your client's overall business goals to provide consultative guidance on their digital marketing strategies through best practices, use cases, data analytics etc.
• Own and lead all client facing calls/in-person meetings (weekly status meetings / WIPs / quarterly business reviews, account reviews, workshops, strategy sessions etc).
• Ability to simplify complex concepts and articulate Innovid's value proposition clearly and compellingly to clients.
  • Grow Revenue of Existing Business & Commercial Acumen: Deep understanding of the commercial value and projected revenue of assigned accounts, with precise forecasting and proactive identification of growth levers.
  • Develop and own comprehensive account plans inclusive of a 12-month strategic roadmap for assigned accounts, focused on maximising client lifetime value.
  • Identify and define areas of revenue growth opportunities on assigned accounts within your account plan, including: a product roadmap, timeline for activation, strategy for product up-sell and cross-sell with all growth revenue opportunities recorded and regularly updated in the revenue pipeline forecast accordingly.
  • Seeing new revenue opportunities through to fruition: identifying opportunity, qualifying the opportunity, educating key stakeholders, demonstrating the value gained, gaining commitment to test, activating tests, negotiating commercials to achieve mutually beneficial agreements, closing a long-term commitment upon proven success/results.
  • Work with sales team members on product positioning, pitch development and execution for all up-sell and cross-sell opportunities, ensuring alignment with client commercial objectives.
  • Own CRM maintenance for all assigned accounts: including monthly volume and revenue pacing, new opportunity forecasting, and all account billing.
  • Coach and mentor direct reports on how to grow existing business from their assigned accounts: helping them to identify the opportunities to up-sell Innovid products, how to create an account plan (including key stakeholder mapping), a strategy for client engagement and outreach and supporting them with finessing their client narrative/pitch/closing the opportunity.
    • Day-to-Day Account Management: Lead internal and external communications to manage client expectations effectively and proactively.
    • Implementation, optimisation, and regular enforcement of process workflow(s)/ SLA's for internal and external teams.
    • Empower internal teams to have an open line of communication with external client and agency teams as appropriate, remaining the Director and account lead.
    • Maintain and update internal Asana projects per assigned account.
    • Own and lead all internal meetings and communication pertaining to client work (internal status meetings, slack conversations, emails, zoom chats, etc.).
    • Work with internal engineering and studio teams to create bespoke digital solutions for clients.
    • Work with the solutions team to develop and maintain externally facing scope of work documents to ensure strategy and set-up alignment for internal and external stakeholders.
    • Work with the operations team to monitor campaign performance and provide analytical insights and optimisation strategies where appropriate.
    • Development and delivery of education materials which can inclusive but not limited to: Learning Agenda's, 101 Presentations, Workshops etc.
    • Lead quarterly business reviews for assigned accounts.
      • Strategic Support: Lead strategy workshop sessions with existing clients to develop an integrated digital marketing strategy utilising Innovid's technology.
      • Assist sales team members with high profile sales pitches business review presentations.
        • Management and growth of direct reports: Oversee and mentor direct reports assigned to your business.
        • Prioritise accounts and assignments according to the business needs for your assigned accounts.
        • Develop SMART goals geared towards growth and development plan for your direct reports.
        • Perform annual review process with VP Client Success JAPAC for your direct reports.
        • Act as escalation point for your direct report for both internal and external needs.
        • Develop your direct report to lead platform demos on assigned accounts with your support.
        What you bring to the table
        • 8+ years of professional experience in digital media required. Areas of work can include account management, project management, sales or ad operations.
        • People management experience. You\'re a people person and are passionate as well as dedicated to your direct reports. You work to motivate and educate your team members through positivity, encouragement, and clear goal setting.
        • Highly motivated and self-sufficient. You\'re able to operate autonomously in a fast-paced ad tech environment. You have the ability to take initiative, own your business and follow through.
        • Excellent written and verbal communication skills. You enjoy leading meetings and public speaking. Demonstrate a keen ability to know your audience and can communicate effectively; translating technical ideas to non-technical audiences and a master at simplifying the complex.
        • Detailed oriented. You have a sharp eye for details and consistency. You\'re able to capture all details and translate them into an easily digestible format.
        • Project management. You\'re able to meet and keep track of tight SLA's with lots of moving parts for all the various external and internal parties involved. You\'re able to effectively pull together resources, set and manage expectations and possess a calm demeanour while having fun along the way.
        • Strategic Mindset. You\'re well versed on the technical/product side and are able to take this knowledge and effectively translate it into an integrated digital strategy. You\'re able to lead strategic conversations and provide helpful insights to arm marketing clients when presenting to their internal teams.
        • Proven relationship builder. You have excellent people skills, are a natural leader, and have experience consulting and influencing clients and agency partners, up to the executive level.
        • MS Office. A comprehensive understanding of MSOffice (especially Excel and PowerPoint) and Sharepoint.
        What We Offer
        • High visibility role with a tremendous amount of personal growth potential
        • Supportive, collaborative team culture
        • Competitive compensation package
        • Offices in major cities around the world and a cross-company collaboration unlike anywhere else.
        Equal Opportunity Employer

Innovid is an equal opportunity employer, committed to our diversity and inclusiveness. We consider all qualified applicants regardless of race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply. We are actively working to be an anti-racist organization. We\'re committing to creating an inclusive and equitable workplace for all of our employees.

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