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