Director, Customer Solutions – Growth

This is a fully remote position, open to applicants in Washington.

📋 Description

• Supervise the strategic collaboration between the Customer Success, Media, and Creative teams to ensure a cohesive client experience.

• Establish and execute internal processes and workflows that enhance handoffs and cooperation between service departments.

• Analyze customers’ industries, markets, competitors, industry trends, and emerging technologies to recommend aligned solutions.

• Ensure that integrated creative and media solutions are in sync with company strategy, Customer Success objectives, and client performance targets.

• Develop and sustain high-trust customer relationships throughout the entire lifecycle, from pre-sales consultation to renewal.

• Act as a senior point of contact for customers and provide guidance on marketing strategies and business objectives.

• Convert customer goals into actionable objectives for internal teams.

• Oversee the delivery of campaign performance data, regular reports, and strategic presentations to clients.

• Enhance onboarding materials and customer success documentation.

• Ensure timely and professional resolution of elevated customer concerns and issues.

• Identify revenue growth opportunities within existing customers, as well as upsell and cross-sell prospects.

• Seek out and engage prospective customers while supporting the sales team in high-value pitches.

• Manage Customer Success Managers and Creative Directors.

• Establish measurable Customer Success goals, monitor performance, and provide ongoing feedback.

• Cultivate a collaborative, high-performance atmosphere across integrated service teams.

• Assist in defining skill sets and hiring profiles to scale service delivery teams.

• Exemplify Infinite Media’s core values and vision.

⛳️ Requirements

• Profound operational knowledge of media and creative disciplines.

• Strategic mindset and capability to integrate client-facing service teams.

• Proficient in building high-trust customer partnerships and enhancing customer satisfaction.

• Skilled in advising customers on marketing strategies and business objectives.

• Capable of delivering campaign performance data, reports, and strategic presentations.

• Able to identify upsell, cross-sell, and new business opportunities.

• Experience in managing Customer Success Managers and Creative Directors is expected due to the management responsibilities.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.

• Flexible work arrangements.