Director of Client Success

Location: Akron, OH | Cleveland, OH

Director of Client Success

PinPoint Technologies is actively recruiting for a Director of Client Success. PinPoint Technologies has developed a unique product that will be a game changer for the entire home service industry, and we are looking for the right person to help make it happen. PinPoint is seeking a dynamic person with a proven track record of success who can support and guide our clients to help them have excellent experience with our product from day one. The Director of Client Success will build a client success team to onboard and provide continuous support and assistance to our clients. The ideal candidate will have a proven track record of client retention and satisfaction.

ABOUT THE ROLE:

This individual will ensure our clients are delighted customers. The buck stops with you!

This position will be responsible for overall client satisfaction, revenue retention and growth, platform adoption and customer strategy. This position will match client success criteria to
PinPoint Technology solutions. Some key aspects of this role are, client adoption of all the features and functionality of our platform, on-boarding clients, building executive relationships across agency and brand; and full client scorecard measurement through quarterly business reviews.

RESPONSIBILITIES

• ENSURE CLIENT SUCCESS – Define desired business outcomes for each client and develop a system for quantifying that success. Actively manage client satisfaction and constantly focus on factors that will improve or drive client retention. Ensure

QBRs, platform usage & platform adoption are geared toward meeting success criteria. Maximize the number of clients completing surveys. Develop & maintain high-level agency & brand relationships.

• MEET CLIENT SUCCESS OBJECTIVES – Clearly define client KPIs & incorporate into all strategy & measurement. Achievement of client success criteria should permeate everything we do with the client. Understand & report category-specific landscapes and trends, to the client’s organization and within PinPoint Technology.

Be confident in navigating, manipulating, & analyzing the data & applying it to their workflow. Escalate and problem-solve when client issues arise.

• CLIENT STRATEGY CONSULTING –Work with clients to formulate a plan to utilize PinPoint Technologies platform to its fullest capability based on client success criteria. Report on the macro and micro forces that shift tactical budgets and strategic direction of accounts. Maintain and demonstrate expertise on each client’s business and vertical industry trends.

• PROCESS – Create & execute all stages of PinPoint Technologies Client Success

Playbook which encompasses the entire life cycle from on-boarding to renewal.
Some examples include account planning, product roadmap input, escalation process, and measurement.

• COMMUNICATION – Provide appropriate and timely communication to team and other departments to ensure the success of each implementation. Escalate client issues appropriately among revenue, product, and partnership organization as well as leadership team where appropriate.

• LEADERSHIP – Groom client success team members for success by actively involving them in client interactions and decision processes, helping them develop and drive adoption plans, and guiding them on strategic recommendations for the client.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Minimum 5+ years in Digital/Technology Account Management, business development, and/ or direct client-facing operations,customer support & service.

• Bachelor Degree in Business or a related discipline preferred.

• Demonstrated partnerships with clients and proven track record as a trusted advisor to clients.

• Team building & management leadership experience with proven track record of achievement and a reputation as a change leader.

• Deep understanding of the digital/SaaS marketing industry and available products, with the ability to credibly articulate strategic insights for clients that are based on data/research.

• Analyze and interpret key data reports and work with other departments to improve all processes and procedures.

Pinpoint Technologies is a start-up company looking to expand nationwide. Overnight travel
Required. The salary will be commensurate with experience.

Job Type: Full-time

Salary: $70,000.00 to $85,000.00 /year

Experience:

• Account Management: 5 years (Preferred)

Education:

• Bachelor’s (Preferred)

Work authorization:

• United States (Required)