Digital Air Strike is THE leading customer engagement technology partner helping 7,000+ businesses leverage digital and social media environments. Our technology, team, and culture contribute to the success of our clients. Digital Air Strike is recognized worldwide for its industry-leading technology & solutions and we are looking for elite professionals to join our growing team!

A successful Vice President, Client Success will be responsible for our account management team executing in a manner that improves client retention and consumer experience with DAS teams and solutions, ensuring our clients realize the full value of DAS solutions. This position will oversee the Client Success team and is responsible for promoting client loyalty and enhancing retention through ongoing and proactive communication. Must have the ability to understand and clearly articulate the nuance of customer needs and requirements to our Client Advocates, ultimately driving delivery of solutions to our clients that address current pain points and providing solid ROI across the board.

Responsibilities

• Identifying and proposing new ways to support our clients and their customers, garnering cross-functional input and buy-in, and executing new strategies with regular progress updates and cross-functional updates to ensure changes are meeting objectives.
• Actively working with teams that manage their book of business to identify ways to grow revenue from clients and collaborating with the Sales team on the best way to approach upsells and cross-selling to all existing clients, dealer groups, etc.
• Refining team KPIs as appropriate to ensure teams are focused on the activities that drive results for our clients and improve their customers’ experience thus improving client retention and average recurring revenue per client.
• Communicating cross-functionally the successes and opportunities for improvement that will ultimately enhance our client experience and results generated by our solutions.
• Direct supervision of all Client Success team members, including coaching, counseling, training, performance management, career pathing, and morale.
• Elevating the team from a position of reactivity to proactivity by leveraging data and reporting to drive their activities to enhance the client experience via ROI discussions and account planning to grow the partnership/revenue with their assigned book.
• Active involvement and oversight of recruiting, onboarding, training, progressive discipline, and termination of team members.
• Understanding of all DAS product lines and how our Awareness, Engagement, and Loyalty solutions work together to help our Clients Win.
• Determine the best way to create and run a retention division that is focused on saving Clients that are downgrading or canceling as well as working with Sales to win back lost Client revenue.
• Creating a work environment and accountabilities focused on our guiding principles and core values.

Requirements

• Bachelor’s degree is required, MBA preferred.
• 7+ years running a managed service or agency business in the fields of social media, digital marketing, or both.
• Previous experience with Automotive is preferred.
• Experience “personalizing” account management teams and organizations through in-house workflow improvements, commercial software, tools, and solutions.
• Deep expertise in process, workflow, and systems management for account management, managed service, or agency personnel.
• Strong written and presentation skills, strong diagnostic, and process skills.
• Expertise in some combination of marketing, customer segmentation, customer loyalty, delivery productivity, innovation, management development/leadership, organization effectiveness/corporate culture, or quality.
• Significant knowledge of business and economic environment, industry trends, and issues.
• Strong financial acumen and understanding of tying delivery and client satisfaction to top and bottom-line organizational objectives.
• Coaching and staff development skills, good feedback skills, strong influence skills, time and project management skills, and budget development and management skills.
• Executive presence, perceptive, observant, intuitive, independent.
• Exceptional listening and communication skills.
• Very strong initiative and follow-through.
• Persistence; patience; ability to assess complex situations and make trade-off decisions; ability to handle a high volume of inputs; strong customer focus and empathy.

Benefits

The health, happiness, and financial success of our employees is the basis of our comprehensive and generous benefits program which includes, but is not limited to, the following:

• FREE & Company Subsidized Health Insurance Plans - Medical, Dental & Vision
• Flexible Spending Account, Dependent Care FSA, Health Savings Account, & Commuter Benefits
• FREE Life, Short-term, and Long-term Disability Insurance
• FREE Employee Assistance Program for Mental Wellness & Life Planning
• Pet Care Discount Program for Veterinary Care
• 401k & Roth 401k + Company Match
• Incentive Stock Options
• Tuition & Training Reimbursement Programs
• 11 Paid Holidays & Competitive PTO
• Monthly Bonus 1/2 Day Fridays
• Paid Parental Leave
• Modern, fun, and friendly work environment, and more!

Equal Opportunity Employer

Digital Air Strike provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.