Account Director

Company: Marchex
Location: Wilmington
Posted on: February 21, 2021

Job Description:

Job OverviewThis is an integral role to further accelerate our growth in the Enterprise customer segment across all Marchex solutions and provide leadership and mentorship for the Customer Success organization.--Own a portfolio of customer accounts and direct a dedicated Success team to create meaningful value for clients through quality account performance execution, analysis, and strategic customer account growth. Drive client strategy, identifying big picture opportunities and solutions for clients, and lead tactical execution to make that strategy a reality. Help drive insights into the competitive and industry landscape through deep understanding of our customers' business. Take leadership in defining strategic opportunities for the business and helping develop business process solutions to scale programs.Job ImpactThe Account Director role has a direct impact on revenue growth for Marchex as, with most companies, the majority of revenue and revenue growth comes from an existing client base. The AD is responsible for client success and growing revenue in a strategic manner, bringing the right products and services to bear against client need. They hunt, cultivate, and develop deep relationships with key stakeholders to help potential clients realize the impact that Marchex can have on their own business, and deliver the value proposition that leads to shared success. Understanding this client need also helps Marchex develop the right products for clients, which can deliver new revenue streams. As a senior leader in the Marchex Customer Experience team, the AD also plays a critical role in developing others and growing a culture that excites, motivates, and brings happiness and satisfaction to all team members.Team As strategic advisors to our clients, the Customer Success team helps keep our customers delighted. With responsibility for top line revenue growth, the team makes significant impact every day in the outreach they make and business they sign. We help guide our clients to build a mobile call and text strategy using our quickly evolving Media and Analytics product lines, which helps them increase their ROI from their call-based advertising spend. As we drive more ROI for clients, they increase their budget, which increases revenue for Marchex. In addition, we also bring back insights and client needs for our product development team to inform new product development, which in turn drives growth for Marchex and solves more client problems. All of this means we get to be heroes to our clients!Job Objectives - High Level* Exceed revenue targets* Exceed renewal targets* Lead up-sell/cross-sell for existing customer base* Achieve customer goalsOutline of Duties and ResponsibilitiesBuild and grow customer base* Establish clear, trust-based communication channels with a network of customer contacts. * In partnership with Integration teams, ensure successful on boarding of new clients.* Consistently meet revenue objectives as defined by management.* Partner with Executive Team and direct management in the evaluation and advancement of targeted business prospects.* Guide the client to take the desired actions to move the relationship forward, serving as a conduit and translator of information ranging from business performance to product feautres.* Create and implement strategic action plans for making account adjustments and optimizations critical to ongoing success of the client, including driving implementations to closure across internal groups.* Identify, gather data, analyze, and design reports on key metrics both in established formats and in one-off reports designed to monitor unique account metrics and performance goals.* Generate deep insights and propose next actions to reach clients' goals.* Travel to meet with prospective clients, as needed.Bring key strategy, communication and relationship skills to develop and grow customer relationships* Emphasis on communication skills / ability to effectively listen and be consultative & navigate complex relationships diplomatically.* Provide insights on markets, products and solutions to client to increase their investment in the Marchex relationship. * Deepen the relationship with clients by opening additional opportunities.* Partner with other internal Marchex organizations, such as Product, to translate customer needs and provide input on upcoming features and vision.Act as a leader for the Marchex organization* Remain current with performance marketing, industry advances, trends and competitor offerings.* Represent and advance the Marchex brand at all times in a professional and positive manner.* Bring industry knowledge and effectively gather product insights to drive business value.* Participate in various company initiatives and projects.* Support the vision and values of the company through role modeling and encouraging desired behaviors.Experience, Skills and Qualifications* BA or BS preferred or equivalent experience required. MBA preferred. * 8+ years account management experience, online marketing experience strongly preferred.* Must be an energetic self-starter.--Demonstrated ability to work and take initiative in a high energy entrepreneurial environment, working across organizational lines and leading teams to success.* Data driven, with ability to identify key metrics, analyze and track performance, make defensible business decisions, and execute against them to completion.* Effectively present the core Marchex Call Analytics and Media value proposition and "elevator pitch."* Excellent written and oral communications skills and organizational capabilities. * Strong and polished sales presentation skills and confident meeting with a range from business-decision makers - especially those in brand-side senior marketing roles

Keywords: Marchex, Wilmington , Account Director, Executive , Wilmington, North Carolina